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Customer Service and Frontline

Workplace Conflict Management - Cape Town Facilitated Training

The three-day Workplace Conflict Management training programme was specifically developed to provide individuals with the tools to identify and manage the resolution of personal conflict between persons or parties in the workplace.  On a daily basis, people interact with each other to be able to effectively perform their work and meet their career objectives.  Engaging with individuals or parties can at times become confrontational, but it doesn’t have to.

Upon successful completion the delegate will be able to:

Storytelling for Impactful Communication

Everyone has a storyteller inside them, and everyone has a story to tell.

Storytelling is a strong business skill and when implemented effectively, it can boost a business in a number of ways, such as:

  • Improving customer loyalty
  • Creating a strong marketing strategy
  • Increasing profit, employee engagement, etc.

Storytelling conveys purpose and businesses with purpose are noticed and win the loyalty of consumers.

Developing Your Management Potential I

Aim: To educate supervisors, junior and middle management on the basic requirements of good management Content: What Are the Qualities of a Good Manager? Understanding People; Making the Transition From Worker to Manager; Understanding Your Own Role and Responsibilities; Understanding Your Management Style; Is Your Approach Holistic or Cellular? Setting Clear Goals and Expectations; Going for the Quick Fix over the Lasting Solution; Setting Clear Standards; Delegating and Empowering; Making Time for Employees; Recognising Achievement; Failing to Learn; Training Your Staff.

Customer Care Training

Aim: To motivate and empower the learner to communicate clearly and concisely. Content: Attitude and Aptitude; Understanding People - Personality Profiling; Determining Your Personal Vision (Two Basic Emotions); Accountability - BASE and FASE; Consider Your Power; Meeting and Greeting and Cultural Awareness; Identifying the Required Skills for the Job. Outcome: At the end of this workshop the learners will have mastered the art of communicating positively and without barriers. Aligned to SAQA US ID US 246740 L4 C3 Care for customers

How to Deal with Difficult Clients and Discussions

Course Content: The important role that customers play; Why are clients normally difficult? What do clients want when they speak of service and client care? What is considered courteous behaviour/good telephone etiquette and why is it important? What communication skills are necessary to make for a good client interaction? What is the KISS principle in customer care and why is it important? How do you calm a client down (4 techniques)? How do we overcome language barriers?

Frontline Service and Upselling

Aim: To inform frontline and service or sales counter delegates on how to provide superior service in an in-house sales orientated environment, maximizing customer care in the interest of gaining customer loyalty. Content: Attitude and Aptitude; Determining Your Personal Vision; Customers – their expectations; Emotional vs. Necessary Purchase; DISC Approach from an Upselling Perspective; Simple Actions – Huge returns; Major Do’s and Don’ts; Practical Tools for Dealing with both Easy and Difficult Clients; Ensuring the Referral.

Frontline for Medical Practices

This course is designed to upskill medical receptionists and frontline personnel to be highly professional. All frontline staff such as receptionists, relief receptionists and telephony personnel will benefit from the practical information and approach to this all important position. Outdo your competitors and upskill today.

Frontline Reception II (Advanced)

Aim: To assist receptionists and office administratorsin reaching goals and setting high standards in the smooth operation of the front office. Content: Skills, Qualities and Attributes; Identifying and Classifying Your Customers; Developing Your Role and Contribution; Identifying Urgent Versus Important; Assertive Communication; The Key to Effective Written Communication; Effective Minute Taking; Keeping an Effective Diary; Maintaining Professionalism and Etiquette; Additional Material for Leisure Reading; Useful Info on Setting up Agendas.

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