Aligned to Unit Standard: 114974
NQF Level: NQF 2
Course Category: Sales & Marketing
Duration: 1 Day
WHO SHOULD ATTEND
Leaders, admin support staff, receptionists, marketers, sales people, small business owners, entrepreneurs – in fact any individual who comes into contact with potential or existing customers, both externally and internally.
HOW YOU WILL BENEFIT
With increasing product improvements, service has become the only real differentiator in determining business success. To compete in a global community, South African business people have to learn to deliver customer service according to global benchmarks. This workshop will provide individuals with skills that will enable them to deal with customers in a highly professional manner, thus ensuring customer loyalty and repeat business.
WHAT WILL BE COVERED
The psychology of customer service
How to make the customer "king"
Relationship vs Sale
The customer life cycle and our impact on that
The service chain and each persons role in that
The essence of providing positive ‘moment of truth’ experiences
How to deal with complaints assertively but not confrontationally
Complaint handling in an assertive and non‑confrontational manner
The essential art of "listening with intent"
Going the ‘extra mile’ and aiming for ‘world‑class’ service levels
Tips from world leading service providers
Measuring service delivery through global benchmarks