Advanced Customer Service

      Where Excellence Starts

 

 Workshop dates

Midrand, Johannesburg: 16-17 August 2018

Durbanville, Cape Town: 17-18 September 2018

 

*** Early bird discount of R700.00 p/p and group fee discount of R1,000.00 p/p available until 10 August 2018.  See below. ***

Course Fee

Normal fee: R6,500.00 (R7,475.00 Incl. 15% VAT) per delegate.

Early bird fee: R5,800.00 (R6,670.00 Incl. 15% VAT) per delegate for all new registrations received and paid by 10 August 2018. T&Cs apply.

Group booking of 4 or more delegates: R5,500.00 (R6,325.00 Incl. 15% VAT) per delegate for all new registrations received and paid by 10 August 2018. T&Cs apply.

In-House Training sessions: available on request – send an e-mail with specifications to admin@norcazacademy.co.za or contact Charlotte on (011)869-9626 /0861 422 884.

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 of 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 themselves while taking care of others.

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.
  • Ability to use influencing skills to 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
  • Make your workplace more enjoyable and so improve customer service and staff retention which save on recruitment and training costs.

 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, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.

COURSE OUTLINE

MODULE 1

The world of Customer Service Excellence

  • Excellence in customer service and what it looks like
  • Identifying how excellence in front-line 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
  • Lenses or filters to communication
  • 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
  • Bench marking 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?
  • What are the systems that help you all to deliver excellence to the customer?
  • 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
  • Assertiveness and what it means
  • 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

VALUE-ADD: As a value-add, this programme include different personality types to enable delegates to better understand and deal with difficult customers in a more effective way.

       
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