SETA Accreditation No. 6570

CUSTOMER CARE – WHERE EXCELLENCE START

Customer Service Management

*** Early bird discount less 15% and group booking discount less 20% per person                 off the normal fee available until 17 March 2020. See details below. ***

Workshop dates:  

Midrand, Johannesburg: 21-22 May 2020
Pretoria: 4-5 June 2020
Durbanville, Cape Town: 19-20 May 2020
Durban North:  10-11 June 2020 
Course fee: R5.200.00 (R5,980.00 incl. 15% VAT) per person.
Early bird fee less 15% (R780.00) per person = R4,420.00 (R5,083.00 incl. 15% VAT)
for all new registrations received and paid by 17 March 2020.
Terms and conditions apply.
Group booking for 3 or more delegates less 20% (R1,040.00) per person = R4,160.00 (R4,784.00
incl. 15% VAT) for all new registrations received and paid by 17 March 2020.
Terms and conditions apply.

INTRODUCTION

A company’s most vital asset is its customers. Without them, we would not exist in business. When you satisfy your customers’ needs, they not only help your organisation grow by continuing to do business with you, but they are more likely to recommend you to friends and associates.

This programme has been designed to help participants develop the vital skills to manage positive customer care. With the knowledge, they will be able to deal with customers effectively, maximize their potential, and exceed their expectations.

What is good customer service?

  • How can it go from good to great?
  • What are the pitfalls that many people experience when trying to deliver customer service?
  • Does attitude count?
  • What is the best way to handle difficult customers?
  • What techniques can be used to reduce customer service stress?
  • This highly interactive and enjoyable programme will address all these questions and will examine in-depth how to build lasting rapport with your customers.

After attending this programme, delegates will understand:

  • What makes a good customer service experience?
  • How to deliver excellent customer service and
  • How to take care of yourself while taking care of your customers.

They will also be able to:

  • Understand the need for customer care skills.
  • Show your customers how important you believe they are.
  • Clearly understand what exceptional customer care looks like and maintain this level of service.
  • Meeting customer expectations consistently.
  • Understand the importance of attitude.
  • Recognise barriers in the delivery of outstanding customer service.
  • Build long-term relationships with key customers.
  • Ensure customer retention vs recruiting new ones at higher cost.
  • Enable your customers to become advocates for your business in person and on-line creating word of mouth advertising – the most effective and cheapest kind.
  • Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service.
  • Understand how to deal effectively with anger, aggression and complaints.
  • Help your company stand out from your competitors.

FOR THE MANAGERS: Make your workplace more enjoyable and remember: your staff will treat your customers the same way you treat them!

Who Should Attend?

Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, receptionists and front-line staff, marketing, communication specialists, public relations personnel and anyone who deals with your customers.

 

COURSE OUTLINE

VALUE-ADD:

Before taking care of your customers, you need to be taking care of YOU.

As a value-add, this programme includes dealing with different personality types to enable delegates to better understand and deal with difficult customers in a more effective way and productivity and time mastery tips.

How to take care of yourself so you can take care of your customers:

  • Why working too many hours is a bad idea.
  • Productivity tips: What to do when there is too much to do.
  • 5 ways to catch up on your productivity
  • Why too much work is killing you.

MODULE 1

  • The world of Customer Service Excellence
  • Excellence in customer service and what it looks like
  • Identifying how excellence in customer service is delivered and managed
  • Assessing the quality of the service that you offer
  • Concepts of customer care and the customer decision process
  • Models for managing customer care
  • The psychology of customer care – an outline
  • Dealing with criticism, controlling anger and aggression
  • Understanding what your customers say about you and your organisation
  • How do we lose customers?

MODULE 2

  • Communication Master Class
  • How to achieve crystal clear communication
  • Powerful listening and questioning techniques to understand what customers need
  • Typical customer behaviour patterns
  • Body language clues that show how others are thinking and responding to you

MODULE 3

  • Managing the delivery of Customer Service Excellence
  • Delivering a next generation customer experience
  • Provide your staff with the necessary skills to deliver a great customer experience
  • Knowledge management as a customer service tool

MODULE 4

  • The connection between customer service and reputation:
  • Investing in excellent customer service
  • How do you create value for your customers?
  • Who are your internal suppliers and customers?
  • Building lasting rapport with your customers – internal and external
  • Creating a lasting first impression
  • Step into another person’s shoes to better appreciate their experiences and motivations

MODULE 5

  • Developing a plan to deliver excellence
  • Dealing with difficult people in an assertive way
  • Maintaining high standards of customer service
  • Reviewing the service that you offer and reacting accordingly
  • Embracing change for the good of all.
       
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