SETA Accreditation No. 6570

Customer Service – Where Excellence Starts!

Customer Service Management

Dates for the public workshop:

  1. Johannesburg:18-19 February 2019
  2. Durbanville, Cape Town: 1-2 April 2019
  3. Durban North:   8-9 April 2019

 

Course Fees

Normal fee: R5,200.00 excl. VAT per delegate

Early bird fee: R4,700.00 excl. VAT per delegate (R5,405.00 incl. VAT) per delegate

Group fees for 5 or more people: R4,500.00 excl. VAT per delegate (R5,175.00 incl. VAT).

For in-house group bookings and other enquiries please email me at events@norcaz.biz or contact Charlotte at (011) 902-0720 Ronell: 073 291 0450

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

Identify strengths and weaknesses in the organisation’s customer care approach.

Build long-term relationships with key customers

Describe different customer behaviour styles

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: you 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

INTRODUCTION

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

Communication models

Using perceptual positions to understand your customers’ point of view

Choosing communication channels to increase engagement

 MODULE 3

Managing the delivery of Customer Service Excellence

Delivering a next generation customer experience

Developing a plan for an interactive business relationship with all your customers

Provide your staff with the necessary skills to deliver a great customer experience

Benchmarking to achieve competitive differentiation

Knowledge management as a customer service tool

MODULE 4

Gaining a greater understanding of your company service delivery

The connection between customer service and reputation:

Investing in excellent customer service

Understanding Porters Value Chain – 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

Action Planning to Achieve Customer Service Excellence

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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