Training
Exceptional Customer Service
The Exceptional Customer Service course provides practical training on the fundamentals of customer service. It explains the relationship between exceptional customer service, job satisfaction and business growth in a way that will enable frontline associates and service staff in back-up and support roles to build and maintain a loyal customer base.
The course fee includes a preliminary consultation at which we will work with you to determine any specific needs which can be incorporated into the training.
Who should Attend
The training is aimed at anyone who interacts with customers, whether internal or external. In addition to customer service representatives, this includes positions such as receptionists, technical support representatives, sales engineers, field service technicians, waiters, etc.
Key Learning Points
1. Understanding Customer Service
- Identifying Customer Expectations
- Committing Yourself to Providing Excellent Customer Service
2. Focusing on the Customer
- Creating a Positive First Impression
- Identifying and Meeting the Customer’s Needs
- Creating a Positive Last Impression
3. Handling Customer Complaints
- Making it Easy for Customers to Complain
- Resolving the Problem
- Coping with Difficult and Irate Customers
4. Delivering Exceptional Customer Service on the Phone
- Answering the Phone
- Projecting a Positive Image Using Your Voice
- How to Transfer Calls
- How to Take Meaningful Messages
5. Coping with Stress
- Describe Stress
- Take Preventive Measures
- Overcome Stress
The fee for the training is R10,000.00 for up to 20 delegates, when presented at your premises. We recommend a minimum of 10 delegates.
A 50% deposit is payable on conclusion of the preliminary consultation, with the balance due at least 48 hours before the training session itself.
If you don’t have a suitable venue, we can provide a venue in Northcliff, Johannesburg at an additional charge.
Please contact Manto at 079 072 7530 or 011 268 8024 for more information, or fill in the form below:
