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Certificate: Course Completion Certificate

Language: English

Duration: 2 Days

Credits: 16

Course Delivery: Classroom/ Virtual Live / Onsite

Course Overview:

Always putting your customer at the center of your business creates a service driven culture. The best and most successful businesses clearly understood this fact.

This two-day customer service training course will motivate participants to become more customer focused and more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. participants will learn how to become more flexible communicators who are able to engage better with customers, portray energy, commitment, and ownership in each customer interaction. This two-day program will energize your staff to deliver world class service that leaves customers with a lasting positive impression.

Target Audience:

Any employee who delivers service to customers.

Learning Objectives:

After completing this course, delegates will be able to:

  • Discover the attitude, skills and knowledge needed to be a successful customer service representative.
  • Explain the importance of measuring & benchmarking service as well as the value of a lost customer.
  • Realign their thinking about customer complaints and understand the opportunities in each challenging customer situation.
  • Understand what true customer loyalty is and the importance of their role to ensure a positive customer experience.
  • Understand the concept of plus one’s and the value of exceeding customer expectations in each customer interaction.


There are no formal prerequisites.

Course Materials:

Students will receive a course manual with presentation slides and reference materials.

Technical Requirements:

For eBooks:

Internet for downloading the eBook

Laptop, tablet, Smartphone, eReader (No Kindle)

Adobe DRM supported software (e.g., Digital Editions, Bluefire Reader)

eBook download and activation instructions


Module 1: What do customers want?

  • What customers want?
  • Logic Vs Emotion
  • Winning customers hearts
  • Customers want CASH

Module 2: This thing called “Loyalty”

  • Defining a lifetime customer
  • Drivers of customer loyalty
  • Keeping Customers loyal and plus one’s
  • Why customers leave and cost of losing a customer

Module 3: Measuring customer satisfaction:

  • Importance of customer feedback
  • Methods of collecting customer feedback
  • What is NPS?
  • Rate my NPS activity

Module 4: Having The Right skills and attitude:

  • Attitude, Skills and Knowledge
  • Having the right service mentality
  • Rapport = Results
  • Strategies for building rapport

Module 5: Value of a complaint:

  • A Complaint is a gift
  • Ground rules for receiving a complaint
  • Avoiding customers hot buttons and forbidden language

Module 6: Customer service techniques:

  • Seven Diffusing techniques
  • Disengaging
  • Face saving out
  • Empowering customers


Once after the training you receive course completion certificate from Mangates.


However, catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning. Reach us at [email protected] for dates and details of instructor-led live Virtual Sessions.

If you would like to get this course customized and delivered exclusively for your group, we have an On-Site Training Option, you can reach us at [email protected] for more details about on-site or corporate training.


Groups of 3 people 10% Discount

Groups of 5 people 15% Discount

Groups of 10 people 20% Discount

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