Customer Service Excellence Training - Port Elizabeth

Customer Service Excellence Training

Through this Customer Service Excellence Training - which we run in-house, publicly and virtually throughout South Africa - your employees will learn how to build the culture of great internal customer service, and thereby deliver outstanding service to your external customers.

Suitable for:   All Employees

Course duration:  2 days

NQF level:  4

Course content and outcomes:

Through this Customer Service Excellence Training Course, delegates will learn:

Day 1

• Understanding the importance of internal and external customers
  
  • What great internal customer service looks like
  • What great external customer service looks like
• Building the culture of great service
  
  • The principle of CARE
  • What do organizations with high repeat business have in common?
  • Killer phrases that destroy customer retention
  • Teamwork and the service chain
  • Analysing the service culture of your company
  • Basic telephone skills essential for great customer service
• Understand the basic needs of every internal and external customer
  
  • The 4 basic needs of every customer
  • The 3 V’s of communication
  • Active listening skills
  • Body language
• Attitude and competencies essential for a customer-serving employee
  
  • The importance of attitude & valuing yourself in customer service
  • Attitude – sending out a positive attitude in every way
  • Effective communication as a customer-serving employee

Day 2

• Understand the customer value chain in your organisation
• Processes for frequent feedback on internal customer service
  
  • Service Level Agreements – Identifying internal customers’ needs and expectations
  • How to communicate your team’s needs – and get great service
  • How to build a serving attitude within your team
• Create collaboration across teams for inter-departmental teamwork
• Relationship building skills for great customer service
• Handling internal and external customer complaints

Click to view our Customer Service Training Courses on our website