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Customer Service

Customer Service in the cleaning industry

Course Overview

The following training course aims to equip all Outsource Support staff involved in facility service industry with the necessary skills and knowledge to provide an effective client service experience. You will gain a solid understanding of establishing client relationships, identifying client needs, and delivering a quality services. By the end of this course, you will have the basic theoretical knowledge required to excel in your role and provide our clients with an exceptional service.

This course is broken into six (6) lessons.  At the end of each section are a number of multiple choice questions. You are required to study each section in sequence and answer every question correctly to be deemed competent.

Lesson 1: Customer Service in the commercial cleaning industry

  • Why Customer Service Matters
  • Key Elements of Customer Service
  • Importance of customer service in the cleaning services industry
  • Greeting our clients – first impressions

Lesson 2: Acting professionally

  • Importance of personal presentation
  • Guidelines for personal presentation
  • Respecting the work environment
  • Working in a timely and professional manner
  • Importance of creating a positive work environment

Lesson 3: Working professionally

  • Importance of acting professionally and ethically in client service
  • Avoiding poor service
  • Making suggestions and sharing knowledge
  • Staying updated on product knowledge
  • Maintaining client confidentiality

Lesson 4: The Power of Verbal Communication skills

  • Actively listening to our clients
  • Asking Effective Questions
  • Cultural and social differences in communication
  • Working with people from different countries

Lesson 5: Non-verbal communication skills (body language)

  • Communicating with your fellow work colleagues and our clients
  • Understanding non-verbal communication – Body Language
  • Proximity and Personal Space
  • Eye contact, facial expressions and gestures.

Lesson 6: Providing customer service

  • Understanding our clients requests and respond promptly and politely
  • Resolving customer complaints politely
  • Make apologies when there is a breakdown in cleaning/ housekeeping servicing
  • Agree with customers on timelines for meeting requests
  • Managing unacceptable customer requests
  • Turn complaints into opportunities
  • Providing information to our clients


Outsource Training Academy