Human Resources management and development

Proservice-L - Human Resources Consulting Company

Customer Service Training

ProService-L offers special Customer Service courses for the staff of hotels, travel agencies, cafes and restaurants, shops, stores, supermarkets and any service-providing organizations.

There are courses designed specifically for managers and those for front-line customer service staff.

For the managerial staff we offer customer service seminars covering the following themes:
  • Who are your customers? Internal and External Customers
  • Communication models and strategies. Main problems
  • Barriers to good customer care
  • Handling conflict situations
  • Customers' chain
  • Dealing with difficult customers and complaints
  • Design and implementation of customer relations management strategy
  • Motivating staff to care for customers
Designed specifically for front-line customer service providers, this course aims at developing and practicing essential skills to improve rapport and communication with customers when providing face-to-face, telephone and online customer service. It incorporates numerous role-plays and practical exercises that ensure that the techniques will help improve the quality of customer service.
  • Customer service culture, principles and standards
  • Role and importance of good communication in providing customer service
  • Voice and tone control
  • Improving listening skills
  • Telephone skills training. Improving telephone customer service
  • Dealing with difficult customers and complaints
  • Special technical skills
ProService-L specialists will help you master the secrets of good service through short (one or two days) or longer courses, seminars and workshops. In addition we will help you develop a package of service standards for various groups of customer service staff as well as conduct psychological tests and measure the staff loyalty with the ultimate goal of improving the quality of standards and care in your organization.

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