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Customer Services

Course Description

Each and every one of us serves customers, whether we realize it or not, either on the frontline of a company, or supporting other staff. This course will help you develop skills in customer service to assist you in satisfying the customers and clients who rely on you for products and services.

What is Good Customer Service? Starting with the basics: What and who is a customer? What makes customer service good or even great? We explore the attitude that is at the heart of great customer service.

Identifying and Addressing Customer Needs The first steps in good customer service are to determine what your customers value in their interactions with your organisation and then to commit yourself to meeting them. But to provide exceptional service, you need to go the extra mile.

Recovering Difficult Customers One of the hardest challenges faced by customer service staff is dealing with difficult customers. Whether or not our customers have a legitimate reason to be upset, customer service staff need skills for dealing with difficult customers and finding ways to win them back.

Face to face Customer Service In-person interactions provide a great opportunity to build rapport with customers. Although challenging at times, with practice they can offer exceptional insight into what customers want.

Giving Customer Service over the Phone On the phone the success of your interactions depends almost entirely on your tone of voice and your choice of words. Getting these things right isn’t easy, but with a little practice you can learn how to provide excellent customer service over the phone.

Providing Electronic Customer Service A growing number of customer interactions are taking place online. But online interactions have limitations. In this module you will learn what works and what doesn’t work, and how to make the most of the tools that are available to you.


By the end of this course, you will be able to:

  • State what customer service means
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Deal appropriately with difficult customers
  • Build good will through face-to-face customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools

Target Audience

  • This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.


  • Basic Computer Knowledge.


  • 40 Hours

Course Outline

Module 1: Introduction to Customer Service

  • What Is Customer Service?
  • Developing a Customer-Centric Mindset
  • Who Are Your Customers?
  • Internal Customers
  • External Customers
  • When & Where Does Customer Service Take Place?
  • The Need For Customer Service
  • What Does Customer Service Mean To You?
  • Unpleasant Experiences
  • Satisfying Experiences
  • Developing a Customer Friendly Attitude
  • Evaluation
  • Excitement is Contagious

Module 2: Customer Service: Communication Skills

  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language
  • Key Body Language Aspects
  • Physical Distance
  • Verbal Communication Skills
  • Choice of Words
  • Tone Of Voice
  • The Choice Of Words
  • May I
  • Please
  • Thank You
  • The Close
  • Being Positive
  • Tone Of Voice
  • Inflection
  • Energy
  • Volume
  • Pace

Module 3: Customer Analysis: Knowing your Customer

  • Knowing Your Customer
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Amiable – People-Oriented
  • Dominant Behavioral Style
  • Determining Your Level of Service

Module 4: Calming Upset Customers

  • What Makes Customers Upset?
  • Avoiding Upsets
  • What Can You Do To Avoid Upsets?
  • 5 Key Steps to Calming Upset customers
  • Accurately identify the problem.
  • Confirm The Customer’s Value
  • Synchronize & Summarize
  • Conclude By Affirming The Customer’s Value Again
  • What to Do When You Are Upset?

Module 5: Telephone Customer Service

  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Recommendations
  • Transferring A Call
  • Taking A Message
  • Voice Mail
  • Closing The Call

Module 6: Internet Customer Skills

  • The Internet Customer
  • E-Mail
  • E-mail Communication Guidelines
  • Online Chat
  • Internet Customer Skills
  • Scripted Responses
  • Introduction
  • Placing a Chat on Hold
  • Closing a Chat session
  • Websites
  • Knowledgebase
  • FAQ
  • Auto responders
  • Customer Online Support

Module 7: Time Management Strategies

  • Time Management
  • Taking Control of Your Time
  • Time Analysis: Task Identification
  • Task Analysis
  • Personal Suitability
  • Efficiency
  • Task Analysis
  • Task Prioritization
  • Relative Importance
  • Time-frame
  • Time Wasters

Module 8: Stress Management Strategies

  • Stress Management
  • What is Stress?
  • What Causes Stress?
  • Stress Symptoms
  • What Can Be Done To Manage Or Even Eliminate Stress?
  • Do Something That You Love
  • Don’t Feel Responsible To Solve Every Situation
  • Have A Hobby
  • Rest, Take That Vacation
  • Exercise
  • Be Organized
  • We All Make Mistakes



Contact Information

Eco Bank Towers, 4th Floor Muindi Mbingu Street
P. O. Box 21857 - 00100 Nairobi

Mob: +254 780 342 333, +254 202 246145, 2246154 

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