Overview

Within customer service there are many elements which must be organized, but the crucial constant factor is the human element, how people are treated and communicated with. Customers are people, and people tend to behave like people and respond to people. They do not behave like computers, and they do not respond like machines.

Policies, systems and technology all facilitate customer service, but none of these actually determines effective customer service. Only people (employees) can do this. Employees need to be trained and encouraged if they are to deliver effective customer care.

Specific course objectives 

• Understand customer care and the role it plays in organizations
• Enable participants develop a deeper understanding of current issues and best practices in customer care management.
• Expose participants to strategies and techniques of providing exceptional customer service
• Provide integrated personal, interpersonal and teamwork skills and assist participants develop mentoring skills
• Help participants understand their role in upholding the company’s reputation and growth
• Ability to access customer satisfaction and complaints and be in position to offer constructive feedback

Course Outline 

• Importance of the reception area to an organization
• Understanding the organizational structure and responsibilities
• Examining the importance of body language
• Projecting a professional image: poise and polish
• How to remain calm and composed under pressure.
• Customer Relations and what influences customer choice.
• Understanding customer needs and attitudes.
• Dealing with awkward customers on the telephone and face-to-face.
• Telephone Techniques and Dealing with incoming calls.
• Using your voice: How to sound confident, interested and helpful.
• How to deal with telephone calls and visitors simultaneously.
• Complaint Handling, Discretion and tactfulness.
• Remaining polite and helpful.
• Developing a Personal Commitment to Quality Service
• Helping customers to make the right choice.