Customer Service

OBJECTIVES
Customer service is an integral part of every business. It happens in many different formats from in-person to over the telephone to via the internet. Regardless of how the customer service is delivered, soft skills are needed. Customer service soft skills are relationship-building skills. This practical workshop highlights the importance of working through company standards and meeting customer perspectives, perceptions and expectations.

CONTENT
Definition of Customer Service
• Impact on the business; ten simple rules
• Customer service and company standards
• Your approach; Personality, first impression, body language and verbal content
• Having the right attitude towards working with people
• Maintaining a corporate identity

Identifying Customers
• Internal and external customers
• Customer profiles

Managing Customers
• Effective customer communication
• Understanding customer perspectives, perceptions, expectations
• Handling customer diversity
• Understanding customer perspectives, perceptions, expectations
• Customer do’s and don’t’s
• Consideration towards customer disappointments; problems and complaints
• Taking initiative, being pro-active and a solution thinker
• Sound product information and knowledge
• Ensuring repeat business
• Customer policies and procedures

Dealing with Customers Telephonically and Electronically
• Telephone and email techniques and etiquette
• Building rapport telephonically and electronically
• Adopting a ‘one company one image’ approach

Contact Details

Contact Person: 

Michelle Schilder
Course Details

Course Delivery Method: 

E-learning E-learning

Presented Presented Courses

In House In-House

On Demand On Demand

Course Duration: 

1 day (8 hours)

Cost: 

R 2200 p/person excl VAT

Course fee Includes: 

includes training, material, lunch, refreshments, feedback report & E-certificate p/person