World Class Customer Service (WCCS)

Dale Carnegie World Class Customer Service Program Overview

This program can be offered in two full days, or in a spaced learning format to allow more on-the-job application.  With an emphasis on the skills needed to build external and internal relationships, our training tackles issues such as how people can exceed customer expectations, initiate new services to generate add-on and cross-selling opportunities, and leverage industry-wide “best practices” to strengthen customer ties.

Companies tell us the training brings measurable gains in improved service quality, better resolution of customer conflict, and increased customer loyalty. 

Program Objectives

  • Understand and apply a customer focused approach to service
  • Communicate value from a customer point of view
  • Communicate value from a customer point of view
  • Resolve complaints from practical and emotional perspectives
  • Create additional buying opportunities that add value to the customer
  • Manage expectations and follow through to exceed expectations

Code Course Duration
Module 1 Attitudes for Service 4 Hrs
Module 2 Telephone Skills: In and Outbound 4 Hrs
Module 3 Manage Customer Expectations 4 Hrs
Module 4 Complaint Resolution 4 Hrs
Module 5 Internal Customer Service 4 Hrs
Module 6 Service to Sales 4 Hrs
Module 7 Customer Follow Through 4 Hrs
Module 8 Create Loyal Customers 2 Hrs
Start date Time Duration Location
September 7, 2020 9.00pm-5.00pm 3 Days Nairobi
December 7, 2020 9.00pm-5.00pm 3 Days Nairobi