Courses

Every contact with a customer is a chance to win their trust — or lose it. In this practical course you will learn to put the customer at the centre of your work, communicate with courtesy, clarity and empathy, ask the right questions to understand what the customer really needs, and apply consistent service standards at the counter, on the phone and in messaging apps. Based on international good practice, including ISO 10001, ISO 10002 and ISO 10004 on customer satisfaction and complaints handling, and with realistic scenarios in a bank branch, a supermarket, a clinic reception, a telecoms shop and a contact centre, you will leave with tools you can use in your very next interaction, in any country. The course is delivered in Portuguese.

What you will learn

• Explain the impact of customer experience on loyalty, word of mouth and business results.
• Communicate with customers with courtesy, clarity and empathy, using active listening, positive language and suitable non-verbal communication.
• Use open and closed questions and rephrasing to identify customers' needs and expectations.
• Apply consistent service standards for response times, promises and follow-up, in person and online.

Modules

1. The customer at the centre34 min
2. Communicating with the customer34 min
3. Identifying needs32 min
4. Service standards35 min

Who it is for

Sales staff, customer service agents, receptionists and shop staff.