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Description

In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner to help participants ensure customer satisfaction and delight in the most challenging situations.

Content

Module 1: Introduction to Customer Service
  • Who we are and What we do
  • Who are customers (internal/external)
  • What is customer service? 
  • Who are customer service providers?
Module 2: Working on your behaviour
  • Establishing your Attitude Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energised & positive 
Module 3: Analyse Phase
  • Identifying and Addressing their Needs
  • Understanding the customer's problem
  • Staying outside the box (not jumping to conclusions)
  • Meeting basic needs
  • Going the extra mile 
Module 4: Improve Phase
  • Generating Return Business
  • Addressing complaints
  • Turning difficult customers around
Module 5: Know how to read the customer’s behaviour and language
  • In-Person Customer Service
  • Dealing with at-your-desk requests
  • The advantages and disadvantages of in-person communication
  • Using body language to your advantage 
Module 6: Deal with customers on the phone
  • Giving Customer Service over the Phone
  • The advantages and disadvantages of telephone communication
  • Telephone etiquette
  • Tips and tricks 
Module 7: Deal with difficult situations
  • Recovering Difficult Customers
  • De-Escalating anger
  • Establishing common ground
  • Managing your own emotions 
Module 8: Deal with vulgarity and aggressive behaviour
  • Understanding when to Escalate
  • Dealing with vulgarity
  • Coping with insults 
  • Dealing with legal and physical threats 

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Why you should choose
FRCI Learning?

Certified Instructors Only!
All of our instructors have decades of experience and are certified by Adobe, Microsoft, and other institutions guaranteeing that your team only learns from the best.
Online and Face-to-Face Classes
Our blended learning solutions are proven to be more effective and combine the flexibility of eLearning and the individual attention of in-person classes.
Access to Learning Content
Forgot to take notes? Our educational content is available online for a period of 6 to 12 months after the course.
Over 5000 Courses
Our training programs are designed to improve the knowledge and skills of your employees and meet the needs of changes in the industry. From coaching your staff in accounting and finance to making sure they can use an excel spreadsheet, we offer training in a wide range of skills that bring value to your company and increase productivity.
Very interactive and fruitful session. The trainer is very helpful and work for the whole audience. She encourages participation of everyone and gives clear explanations for all topics covered.

- Atish
All modules have been explicitly explained by the trainer and those have met our expectation of the module. Gaining a lot of knowledge of all excel advanced points to take note on the working field.

- Madeena
The continuous level of interaction; the high level of patience; the attention to small details; the precision and the good personality of the trainer.

- Irshaad
Trainer very open-minded and used many main cases to elaborate upon theory and has given many tips and when shared past experience. Has given guidelines how to handle situations, we have learned a lot about things we did not pay particular attention and came out very fruitful.

- Sonia

They’ve loved working with us

What our client says

Trusted by over

1000 Companies

Local and international companies trust us to give their staff the skills they need to succeed. Get in touch with us today and let our experienced trainers upskill your staff.

Frequently

Asked Questions

Who are our Instructors?
We’ve partnered with Adobe and Microsoft certified training partners to guarantee the quality of the education we provide. In addition to this, we handpick our instructors based on their past achievements, teaching skills, and professional accomplishments. Some of our instructors include former CEOs and top execs! As we have been working with many of our instructors for years, we trust their credentials and performance.
Are your courses refunded by the HRDC?
Yes! Our courses are refunded by the HRDC.
What Is the Need & Importance of Training?
Training helps employees grow their knowledge base and improve their job skills to become more effective in the workplace. Our blended learning lessons - the most effective way of learning as per research - gives your staff the flexibility to learn the course material on their own time and ask the questions they need in our in-person classes. In addition to this, your staff can access our online course material for a period of 6 months to 12 months so that they can refresh their skills whenever they need to.
What kind of training is available?
We’ve been offering corporate training for over 30 years. In that time, we’ve built a wide network of expert instructors in Mauritius and abroad allowing us to deliver you expert training in a wide variety of fields including Leadership, Management, Finance, Business Writing, Office Automation, IT, Social Media, Personal Development, etc. … Every month, we offer a programme with a new selection of training sessions. We also offer customised training sessions tailored to your needs
Where are your face-to-face classes held?
We’re flexible and are more than happy to come to your premises or any other location you prefer to deliver our face-to-face training sessions. We’re also happy to welcome you to our classroom in Phoenix.
How do your online classes work?
Our courses can be delivered through webinars or live-online mode via Microsoft Teams. You can also use our Learning Management System (LMS) where you can access your chosen learning modules and follow up on your learner’s progress.
Do you offer certifications?
Yes, FRCI Learning is a Pearson Testing Center. Please contact us to learn more about the certifications we offer.