Caring for Customers

Workshop dates:

Johannesburg:  For future dates email customerservice@norcazacademy.co.za
Durbanville, Cape Town:  For future dates email customerservice@norcazacademy.co.za
Durban North: For future dates email customerservice@norcazacademy.co.za

Course Fee: 

Single: R6,900.00 (R7,866.00 incl. VAT)

In-House Training sessions: available on request – send an e-mail with specifications to admin@norcazacademy.co.za

Duration:  3 Days
Objectives

Each and every one of your employees serve customers, whether they realise it or not. Whether you are in the front line of a company, serving customers who buy your products or use your services, or whether you work in HR, finance or accounts serving employees by producing their pay slips and keeping the company running, we all deal with customers.

This course is NQF aligned to 2 Unit Standards: US 246740 – Caring for Customers; NQF Level 4; 3 Credits. US 7789 – Provide Customer Service; NQF Level 4; 8 Credits.

Anybody operating and working in any industry must treat customers with respect and providing the best possible service.  This is comprehensive because nearly everyone working in a business has a customer of one form or another, and need to treat them accordingly, looking after them to ensure their loyalty, return and support.

After completion of this course, delegates will be able to deal with customer complaints and incidents involving customers and any difficult customers.

Delegates will further learn what factors are important in customer service and to develop a customer-friendly approach. They will know what customer service means to a business, they will be aware of what to do and not to do when dealing with customers, and the benefits of providing a good customer service.

The course will further enable delegates to meet customer needs and expectations in a positive manner and recognise and resolve customer complaints that may arise. Delegates will be able to identify opportunities for enhancing the quality of service to customers, thereby enhancing their overall experience. A more caring and supportive approach to clients that meets their legitimate need leads to satisfaction and the probability of a return.

Who should attend?

Every single person in business who has any contact with internal or external customers, who deals with personnel within the company or external to the organisation.

Course Outcomes
  • Understand what customer service means in relation to all your customers – internal and external
  • Be aware of how your attitude affects customer service
  • Identify your customers’ needs
  • Understand how outstanding customer service generate return business
  • Identify customer needs and expectations.
  • Recognise customer dissatisfaction and take action to resolve the situation.
  • Identify and use opportunities to enhance the quality of customer service.
  • Communicate with all customers.
  • How to provide outstanding customer service over the phone
  • Importance of connecting with customers
  • Deal with difficult customers

 

       
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