RATIONALE
Customer Service is not about being courteous to your customers, it is a vital element of your business operations that can impact your bottom line and affect how your company is viewed in the public eye.
PURPOSE
The aim of this course is to equip employees with a practical hands-on approach to dealing with and managing customers with care.
LEARNING OBJECTIVES
At the end of the course, participants should be able to:
- Define the principles of quality customer services
- Show the art of dealing with difficult customers
- Recognise the importance of projecting professionalism on the telephone
- Demonstrate knowledge and skill in building customer loyalty
- Advance good listening and responding to customers
- Demonstrate knowledge of the concept of best practices in Customer Service through customer feedback and benchmarking
COURSE CONTENT
DURATION
TARGET GROUP
- Principles of Quality Customer Service
- Attitudes & habits & their effects on service
- Mastering the Art of Listening
- Projecting a Professional Image
- Self-awareness & Self-management
2 Days
- Front desk officers
- Managers
- HR Personnel
- All employees