Through this Customer Service Training (Service Excellence Training) - which we run publicly and in-house 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.
Did you know that your customers and visitors to your company are influenced by the first impression they get of your front line staff and receptionist. The conduct and professionalism of the receptionist will be a major deciding factor of how a customer will do business with your company in the future. Your company’s image is projected by your front line staff and receptionist. Their professionalism and front line image is key.
The best call centre technology in the world won’t improve your call centre’s overall performance if your call centre agents don’t have the skills to handle sales and customer service calls. Common problems are poor telephone skills, poor handling of the customer’s needs, inactive listening, and inconsistent adherence to business processes
Most organizations recognize that effective call centre training is the fastest way to boost revenues and reduce the losses associated with poor performance and productivity.
This Unit Standard provides a broad introduction to customer services and includes both internal and external customers. The focus is knowledge, skills, values and attitudes in relation to the learner's own context and experience of the world of work.
The qualifying learner is capable of:
• Explaining customer service.
• Engaging in an interaction with a customer.
• Demonstrating communication skills in responding to a customer.
• Processing a query in order to respond to a customer need.
“Etiquette means behaving yourself a little better than is absolutely essential.” Will Cuppy
In life and in business first impressions as well as on-going interactions are critical because people buy from people. Employees’ appearance, attitude and behavior are therefore a direct reflection of your company and brand.
Whether it is appropriate dress or image, sending out professional business communication, wording an email correctly or having awareness about cultural sensitivities, having good business etiquette can give us the edge in almost every situation.