SETA Accreditation No. 6570

Customer Service – Where Excellence Starts

Customer Service Management

Online Workshop dates:

SPECIAL FEE UNTIL 15 MAY 2020: R2,300.00 (all incl.) p/p

NORMAL ONLINE workshop fee: R3.800.00 (R4,370.00 incl. 15% VAT) p/p

Dates: 1-2 June / 8-9 July 2020


Technical requirements: Training will be presented live via MS Teams. You need to have access to either a laptop / desktop including activated webcam, earphones, etc. Internet connection (3G or 4G / LTE) – minimum speed of 3.0 Mbps (up / down).

Public workshop fee: R5.200.00 (R5,980.00 incl. 15% VAT) per person.

Public workshops will only resume from 1 August 2020

ENQUIRIES
For in-house, group bookings or any other enquiries, please e-mail me at events@norcaz.biz or contact Charlotte on (011) 902-0720 or Ronell: 073 291 0450.

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 EXCELLENT Customer Service?

  • How to go from good to excellent
  • Pitfalls that employees experience when trying to deliver customer service
  • Attitude ALWAYS counts
  • Importance of taking initiative and a proactive approach when dealing with customers
  • Necessary skills to WOW our customers every time
  • Best ways to handle difficult customers
  • Techniques that 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:

  • The importance of having a good attitude.
  • Being proactive, taking initiative and having an approachable attitude can solve many problems.
  • Ensure good customer service experience every time.
  • Deliver excellent customer service without exception.
  • Take care of yourself so you are able to take care of your customers.
  • 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.
  • The importance to 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.
  • 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

IMPORTANCE OF PROACTIVE BEHAVIOUR, ATTITUDE AND TAKING INITIATIVE

  • Understand the attitude can make or break everything
  • Understand what proactive behaviour is
  • The importance of being proactive at work and when dealing with customers
  • Having a proactive approach
  • Take initiative at work and when dealing with customers
  • Reactive vs Proactive behaviour

MODULE 2

INTRODUCTION TO WHO AND WHAT CUSTOMERS ARE

  • Who are customers?
  • What is customer service all about?
  • What skills are needed to WOW our customers every time
  • Two types of customers we have to serve
  • Top 10 service expectations of customers
  • The 5 factors of service quality that customers evaluate

MODULE 3

IMPORTANCE OF EFFECTIVE COMMUNICATION AND LISTENING SKILLS IN THE WORLD OF CUSTOMER SERVICE

  • Communication Master Class: Achieving 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
  • Focused listening skills
  • Forbidden phrases
  • Making an impact
  • Generating return business

MODULE 4

THE WORLD OF CUSTOMER SERVICE EXCELLENCE AND THE IMPORTANCE TO HAVE REPEAT CUSTOMERS

  • The world of Customer Service Excellence
  • What is EXCELLENCE?
  • The 5 Ps of customer service excellence
  • Focus on the most important elements of customer service
  • Excellence in customer service and what it looks like
  • Identifying how excellence in customer service is delivered and managed
  • Concepts of customer care and the customer decision process
  • The psychology of customer care – an outline
  • Identifying and addressing customer needs
  • Understand your customer’s situation
  • Dealing with criticism, controlling anger and aggression
  • How do we lose customers?
  • Going the extra mile
  • 5 Ways to attract REPEAT customer

MODULE 5

TURNING DIFFICULT CUSTOMERS AROUND

  • The seven situations of difficult customers
  • Importance of in-person customer service
  • Nine times when you should thank your customers

MODULE 6

MANAGING THE DELIVERY OF CUSTOMER SERVICE EXCELLENCE

  • Managing the next generation customer experience
  • Provide your staff with the necessary skills to deliver a great customer experience
  • 8 Building blocks for customer service success
  • The connection between customer service and reputation
  • 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 7

WHY YOUR CUSTOMERS DO BUSINESS WITH YOU

  • Developing a plan to deliver excellence
  • Customers rely on their emotional experience with your company
  • Be aware of why customers might quit doing business with you
  • Dealing with difficult people in an assertive way
  • Maintaining high standards of customer service
  • Reviewing the service that you offer and reacting accordingly

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