Course description

In today’s competitive market, exceptional customer service is no longer a luxury—it is a business necessity. StopGap Consulting’s Customer Service Excellence course is designed to transform how your team engages with clients, turning routine interactions into meaningful relationships.

We go beyond the basics of "being polite" to explore the psychology of customer needs, the nuances of multi-channel communication, and the technical art of de-escalation. Through a blend of theoretical frameworks and hands-on practice, participants will learn to:

• Navigate Difficult Dynamics: Master the art of staying calm and assertive when dealing with angry or demanding customers.

• Communicate with Precision: Refine verbal, non-verbal, and written skills to ensure clarity and empathy across phone, email, and social media.

• Drive Growth: Utilize product knowledge and active listening to identify opportunities for upselling and personalized service.

• Continuous Improvement: Learn how to turn raw customer feedback into actionable insights that improve your business processes.

The program culminates in intensive role-playing and coaching sessions, allowing your team to test their new skills in a safe, supportive environment before applying them in the real world.

What will i learn?

• Resolve Conflicts with Confidence: Use proven de-escalation techniques to turn unhappy customers into loyal brand advocates
• Communicate Across All Channels: Deliver consistent, professional service whether via phone, email, or social media.
• Identify and Meet Needs: Use active listening to understand exactly what a customer requires, even if they can't express it clearly.
• Increase Sales and Retention: Use product knowledge to provide personalized solutions and identify upselling opportunities.
• Drive Service Improvements: Collect and analyze feedback to help the business evolve and stay competitive.

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