Customer Service Etiquette Course

Overall objective : To provide participants with basic etiquette and manners for dealing with customers, to ensure professional service and leave a positive and lasting impression.

Detailed objectives :

1. Understand the importance of etiquette and protocol in customer service.
2. Applying professional greeting, welcoming and farewell etiquette.
3. Dealing politely and respectfully with different types and personalities of customers.
4. Mastering telephone and email etiquette.
5. Dealing with difficult situations and complaints in a diplomatic manner.
6. Maintaining personal appearance and professional body language.

Target audience : Customer service employees, receptionists, sales, and support staff in all sectors.

Number of days and hours : 2 days, 10 hours.

Training methods : Interactive workshops, role-playing exercises for etiquette scenarios, video demonstrations, group discussions on best practices.

Evaluation methods : role-play performance assessment, behavioral assessment, short tests, and trainer feedback.