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Program Objective:
The primary objective of the customer service training program is to equip employees with the knowledge, skills, and attitudes necessary to consistently deliver exceptional customer experiences. Through a tailored and immersive training curriculum, the program aims to enhance communication proficiency, problem-solving capabilities, and product/service expertise. Participants will develop a deep understanding of customer needs, cultivate empathy, and master techniques for handling both routine inquiries and challenging situations. The training will empower employees to build positive relationships, foster customer loyalty, and contribute to the overall success and reputation of the company.

Program Details:
Date: NOVEMBER 08,2025
Time: 9:00 am to 12:00 pm
Program Fee: Php 700.00 net ( Non-VAT)
Group Rate 3 or more Php 600.00
Live Training via Zoom
Registration Link:
https://forms.gle/biXtMLVLhQHtcRXe7
Payment
Email: [email protected]
Contact Us: 0969-5368060
https://linktr.ee/Skillgeek
Mode of Payment. : UNIONBANK / GCASH

Outline of Key Topics Covered:
Module 1: Introduction to Customer Service
1.1 Definition and Importance of Customer Service:
Understanding the role of customer service in the overall business strategy
Exploring the impact of positive and negative customer experiences on business success
1.2 Company's Customer Service Philosophy:
Communicating the company's vision and mission related to customer service
Aligning individual roles with the overarching customer service goals

Module 2: Customer Service Skills Development
2.4 Problem-Solving and Critical Thinking:
Strategies for analyzing and solving customer issues
Encouraging employees to think creatively to resolve problems
2.5 Adaptability and Flexibility:
Adapting to different customer personalities
Adjusting communication style based on customer needs

Module 3: Understanding Customer Needs
3.1 Customer Expectations:
Identifying common customer expectations in the industry
Setting realistic expectations and managing them effectively
3.2 Handling Inquiries and Requests:
Developing efficient processes for handling customer inquiries
Managing customer requests and providing timely responses

Module 4: Handling Difficult Situations
4.1 Dealing with Upset Customers:
Strategies for calming irate customers
Turning negative experiences into positive outcomes
4.2 Conflict Resolution Techniques:
Steps for resolving conflicts between customers or team members
Finding win-win solutions
4.3 Escalation Procedures:
Guidelines for escalating issues when necessary
Ensuring proper documentation for escalated cases

Module 5: Effective Communication
5.1 Verbal and Written Communication Skills:
Clear and concise communication techniques
Choosing the appropriate communication channel based on the situation
5.2 Tone of Voice and Language:
Maintaining a positive and professional tone
Avoiding language that may be perceived as negative or confrontational
5.3 Using Positive Language:
Phrasing responses in a positive manner
Avoiding negative language that can escalate situations