About this Course

An effective customer service provider needs to have the professional qualities that customers like to see before they place their business with your organisation.

Service professionals need to understand that they are the very important links between the customers and the organisation.

Their role in providing customer care, recognising customers' needs, meeting and exceeding such needs and expectations is crucial for them to gain the all important competitive advantage.

Objectives

Upon completion of this workshop, participants will be able to;

• Delight the customer by going beyond customer satisfaction
  
• Know how to handle customer behaviour by understanding their needs and expectations
  
• Develop effective interpersonal communication and problem-solving skills
  
• Manage stressful situations with customers face-to-face and over the telephone
  
• Reduce customer turnover for long-term benefits and success
  

Target Audience

Executives, Front-Line Officers and Staff Members who have to deal directly with external customers and various internal departmental colleagues.

Duration

Two days

Curriculum

• The Value and Belief of Customer Care
  
• Recognise Different Customer Personalities
  
• Cost of a Dissatisfied Customer
  
• Delight the Customer by Exceeding their Expectations
  
• Qualities of a Good Customer Service Professional
  
• Professional Telephone Techniques and Courtesy
  
• Manage Different Stressful Situations with the Irate, Rambling, Insistent, Threatening or Vulgar Customers
  
• Know How to Influence the Attitude of Your Customers
  

Methodologies

A practical approach will be taken with 70% of the course on application and practical sessions with 30% on techniques and concepts. Training comprises a combination of:

• Trainer-facilitated group activities and break up discussions
  
• Real-life case-studies application activities
  
• Role-play on practical sessions and application work
  
• Questions and answers sessions
  
• Useful checklists and systematic guidelines
  

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