Customer Service Academy

We deliver in-house & open courses on Customer Service.

Our courses are developed by professionals & tutors using the best blend of learning techniques.

[Customer Service Academy @TheCS_Academy]

Customer-centric companies are businesses that see customers as part of the solution, and not the problem. It takes more than good customer service to be a customer-centric company.

#TheCSAcademy #CustomerService #customercentricity

[Customer Service Academy @TheCS_Academy]

When there are outbursts involving customers, it is simply because they have been angry for far too long.

Outbursts are a compound of all bad experiences that have been left unattended.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

The human brain is naturally wired to react irrationally in heated moments, and the emotionally driven responses are often counter-productive.

Shape your customer service team into an emotional-intelligence-adept force.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Interested in knowing when we will be hosting our next Service Excellence Workshop? Would you like us to train your team on Service Excellence? You can reach us directly through this handle.

#TheCSAcademy

[Customer Service Academy @TheCS_Academy]

If an attending employee can’t handle a challenging confrontation with a customer, they should get assistance, and in time.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Showing empathy is always better than responding with commensurate anger or stonewalling. Customer deserve better.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

When your customers get angry because they didn't get what they wanted, it is your business’s job to apologize, carefully give reasons why and offer helpful alternatives.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

When customers feel their concerns and grievances have been listened to and taken into account, they feel better and their anger assuaged.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

When customers express their grievances, listen actively so they are convinced they are being heard and their complaints are being taken into account and will be acted on.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Customers want answers and solutions. Don't bore customers with excuses and apologies.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Stonewalling an irate customer is never a good strategy. It is not a strategy at all. It only worsens what is already a confrontation, and can easily become violent.

#TheCSAcadmy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Why customers get angry.

1. Bad product.
2. Cost of product compared to competitors.
3. Failed promises.
4. Unhelpful customer service team.
5. Unfairness/bias.
6. Any reason they feel justifies anger.

Always Acknowledge!

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Always let your Customer Service Team know that customers can get angry for any reason.

Understanding this is crucial in de-escalating tensions involving angry or irate customers.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Interested in knowing when we will be hosting our next Service Excellence Workshop? Would you like us to train your team on Service Excellence? You can reach us directly through this handle.

#TheCSAcademy

[Customer Service Academy @TheCS_Academy]

A chain of bad experiences sum up the the mood of irate customers. At this stage, every insensitive gesture or inappropriate word spoken serves as a catalyst.

Listen & observe. Your concern should be communicated without words.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

An irate customer is a customer whose unlikable mood has been shaped by a series of events, with each event building on an exasperating preceding event.

Go back to where it all started and find out where it went wrong.

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Don't be quick to respond to irate customers, whose primary objective is to express disappointment.

Listen, listen and listen.

They are disappointed, they want to pass a message across, let them.

#TheCSAcademy #CustomerService
#CustomerExperience

[Customer Service Academy @TheCS_Academy]

To be effective in handling customers, service reps must be adept in emotional intelligence - anger management, empathy, artful response, etc.

Anger can suppress one’s rationality.

Equip your team!

#TheCSAcademy #CustomerService #CustomerExperience

[Customer Service Academy @TheCS_Academy]

Anger doesn't just happen.

Every customer has a reason for being angry. It is your business's job to diffuse the anger, find out the underlying reason, and permanently solve it.

#TheCSAcademy #CustomerService #CustomerExperience

[NERC Nigeria @NERCNG]

Are you tired of estimated billing? @NERCNG is dealing with it. @NTANewsNow @nancyilloh @AIT_Online @channelstv @nanonlineng @FMoCDENigeria @NOA_Nigeria

[Customer Service Academy @TheCS_Academy]

The worst thing a customer service rep can do to a customer, is to have no answers and not know what to do about to.

If you don't have the answer, get it for the customer, and on time.

#CSAcademy #CustomerService #customerexperience #customersatisfaction