The Art of Customer Service
Being compassionate and helpful is not natural to everyone.
You know this if you have to really think about whether you will give your seat up in a full waiting room so that an elderly person can sit down. Or, when you have trouble turning into a line of traffic because no one wants to let you in.
So, service is not always natural.
Employees therefore need to be made service-oriented and taught the art of customer service before they can do a really good job of providing customer service.
If not, they work as who they are and with what they know. And the resultant service may not be up to the standard acceptable to customers, i.e., poor customer service. The cost?
- Loss of customers (both current and future)
- Reputation damage
- Negative word of mouth
- Revenue slowdown
- Shrinking profits
And these negative outcomes are sometimes too subtle to be noticed, yet damaging.
But this training has the potential to prevent them.
Designed around two primary principles of customer service, it will make participants service-oriented and equip them with the knowledge of the art of customer service.
They will learn the principles and concepts of customer service and how to apply them to make customers not just satisfied but very satisfied so they return repeatedly.
Training Objectives
After completing this training, participants will:
- Start thinking about what customer service means in concrete ways
- Master the core principles of customer service
- Know how to effectively meet the needs of their customers
- Understand the concepts and benefits of extraordinary customer service
- Be able to set extraordinary service standards in their organization
- Have better understanding of ways of building customer rapport
- Have improved listening skills
- Be able to take control of every call
- Be able to say “no” in a positive way
- Have the ability to remain calm when the customer is upset
- Understand and be able to apply techniques for dealing with difficult customers
- Understand customer recovery strategies
- Be able to handle customer complaints effectively and turn them into opportunities for increased loyalty
Training Outline
Session 1: Customer Service: Working Definitions
- What service is
- Defining extraordinary service
- Who is your customer?
Session 2: The Principles of Customer Service
- The two primary principles of customer service
Session 3: Applying Customer Service Principles
- "Moments of truth"
- Legends of service greatness
- How to be legendary
- Why satisfied customers are not loyal
Session 4: Return on Service Investment
- Lifetime value of a customer
- Return on extraordinary service
- What is the cost of poor service?
- Word-of-mouth behaviour
- Why customers leave
- Handling customer complaints
Session 5: Setting Service Standards
- Understanding strategic objectives
- Building and exceeding service standards
- Assessing the six categories of service
- Developing an organization's service standards
Session 6: Building Customer Rapport
- Treating the customer as a unique person
- Active listening
- Combining words, tone of voice, and body language
- Matching communication style
Session 7: Influential Communication
- Controlling the call
- Inquiry/advocacy model
- Saying "no" positively
- Providing explanations (law, policy, etc.) plainly but pleasantly
Session 8: Keeping Cool When the Customer is Angry
- Five proven techniques for keeping calm
- How to calm an angry customer
- Recovery strategies
- Avoiding burnout
Session 9: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
- Summary
Training Information
Date: Thursday, October 2, 2025
Venue: Virtual (via Zoom)
Duration: 9.30 am to 4.30 pm
Fee: ₦50,000 per participant
Early Bird Discount: Pay ₦30,000 if you pay on or before Tuesday, September 30, 2025.
Bank Account Information: GTBank | 0159084910 | Paradigm Learning Services
How to Register: Make payment into our bank account and notify us through email (bime@pls.com.ng) or WhatsApp (09134126971).
How To Contact Us
To contact us, simply send an email to contact@pls.com.ng, call us on 08164459492, or chat with us on 09134126971 via WhatsApp.