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Customer service

This workshop focuses on improving customer interactions by emphasizing service providers' attitudes, body language, and communication skills. Participants will learn to identify customers' unique needs through dynamic individual and group activities, enhancing their overall service impact.

Discover how to elevate your customer service skills to create exceptional experiences in every interaction!

In today's competitive environment, exceptional customer service is essential for success. This workshop is designed to provide participants with practical tools and effective strategies to significantly improve their interactions with customers. Through engaging activities and hands-on exercises, attendees will learn how to identify customer needs, enhance communication skills, and deliver memorable experiences that foster customer loyalty and satisfaction.

Workshop Summary

This course offers essential tools and effective strategies to deliver outstanding customer service. Participants will learn to recognize different customer types, improve their verbal and non-verbal communication, manage service requests efficiently, and successfully handle challenging situations. Through interactive exercises and practical sessions, attendees will develop the skills needed to consistently exceed customer expectations and create memorable service experiences.

By taking this workshop, you will receive:

  • 20 hours of course-workshop (in-person or online via ZOOM sessions).
  • Workbook (.DOC / .PDF).
  • DC3 Labor Skills Certificate, registered with the STPS.
  • Certificate of Participation.

Content

Session 1:

  • Diagnostic evaluation
  • The service provider and the customer
  • Identifying customer needs and how to recognize them
  • Individual exercises and group activities
  • Body language and uniform standards
  • Personal presentation (uniform use, grooming, personal care)

Session 2:

  • General workplace etiquette guide (PRACTICAL)
  • Telephone etiquette
  • Etiquette with customers
  • Etiquette among colleagues
  • Body language and its meaning
  • Walking, posture, and greeting
  • Social space (proxemics)

Session 3:

  • Body language: Your most powerful tool
  • Emotional intelligence and adaptability
  • Verbal and written communication for remote interactions
  • Teamwork and internal communication
  • Individual and group practice

Session 4:

  • Taking action (PRACTICAL)
  • How to follow up on customer requests
  • Anticipating customer needs
  • Preparing and personalizing each visit/experience
  • Identifying potential complaints or conflict situations
  • Final evaluation

NEXT WORKSHOP:
BUCERÍAS (BAHIA DE BANDERAS)

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Instructor

Norma Rocio Martinez Quintal
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Questions?

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Tel: ​+322 429 7498

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