Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your teams and company’s performance. This training workshop on providing excellent customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage.
Programme Contents
- What is excellent customer service
- What is continuous improvement
- The different types of communication
- First Impressions
- Contact Points
- Product Knowledge
- Internal Customer
- Building Customer Loyalty
- What is Service Breakdown & Recovery
- Resolving customer complaints
Who should participate?
The target group for this course is as follows: Customer service representatives, sales representatives, Receptionists, Front liners, Marketing and Sales Practitioners and all employees who deal directly with customers.
Training Activities
This programme is intensively interactive. Participants will apply the skills learnt on the programme directly and immediately.
- Real time exercises of role play models-group activity
- Hands on, practical group activity in creating simulated customer scenarios.
- Analysing current sales practices mirroring with the workshop topics
- Individual and group activities to enhance participant’s personality, communication skills, confidence building and creativeness.
The programme will be delivered in both English and Setswana
