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Customer Service and Frontline

Debt Collecting: Assertiveness and Conflict Management WEBINARS

The prompt collection of slow paying and overdue accounts is the heart of every business’ survival. In so doing, debt collectors have the difficult task of handling customers, coping with conflict, confrontation, negativity and rudeness. Good methodical debt collecting practices for early recovery often prevents unpleasant experiences. This practical workshop will highlight the importance of debt collecting and why retaining customers is so crucial to the business.

Complaint Handling and Problem Solving WEBINARS

What is the cost of complaints to business? Complaints and problems dealt with positively win over customers and enhance the survival of the business. Complaints are however seen negatively resulting in poor handling. Understanding how to manage complaints and problem solve efficiently by taking responsibility are the key ingredients to customer retention and the focus of this practical workshop.

Amphi SA

Amphi presents its company profile for the purpose of providing its vision, mission, values, services and goals.

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?

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