Customer Service incorporating NLP Techniques Training Course Outline

Customer Experience Skills

Customer Service
incorporating NLP Techniques

2-Day Course l 100% HRDC Claimable

Course Introduction

Companies are realizing that providing customer service to customers is simple. However, creating a service culture is extremely difficult.

The Customer Service Mindset & Attitude workshop is a personal development workshop that seeks to change the mindset and behaviors of service individuals to be more friendly and welcoming to customers.

This workshop also consists of modules that share with participants effective service management skills such as understanding customer needs and relationship development strategies. It takes a critical look at the importance of customer relationship management to exceed customer delight.

Learning Objectives

To understand and assess self to develop a service mindset.
To examine our personal beliefs about helping and serving others.
To understand customer needs and respond to their expectations.
To appreciate the role of the customer in our success.
To acquire the advanced knowledge and skills needed for an effective customer relationship management process.
To understand the needs and wants of a customer.
To develop service-oriented behaviours.
To learn to use customer-centric words and gestures when communicating with customers.
To continuously develop a service mindset.

Training Modules

Module 1: Developing the Customer Service Mindset

Module 2: Understanding Customer Expectations

Module 3: Creating Exceptional Customer Experiences

Module 4: Building Rapport Through NLP

Module 5: Customer Behaviours and Service Excellence

Module 6: Managing Challenging Customer Situations

Module 7: Sustaining a Service Excellence Culture

Request for a Quotation
or Chat with us LIVE

Target Audience

This workshop is designed for customer service professionals, frontline employees, contact centre agents, sales and customer support personnel, administrative and back-office staff, supervisors, team leaders, and any employee who interacts with customers or contributes to delivering a positive customer experience.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

Request for a Quotation
or Chat with us LIVE

Not exactly what
you're looking for?

No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com

Customer Experience Skills