Andrew is passionate about communications and making connections. As an actor, playwright, singer, song writer and over all performance enthusiast, Andrew has learned the importance of effective communication in the social environment. A graduate of UCT, he has a Bachelor of Arts double major in Drama and Media&Writing. He has always found himself at home on the stage, be it theatre or music. He has also had a keen interest in the behind the scenes occupations of writing and directing. At school level he was awarded Best Script two years running as well as Most Versatile Actor and overall Drama Honours. The psychology behind performance and how that applies both to stage and interpersonal interaction is focal point for Andrew and formed key aspects of his studies.
This is a condensed course focusing on the best elements of Customer Service Essentials combined with best practice in Conflict Resolution, Communication Strategies, Emotional Intelligence and utilises strategies to build employee self-motivation to offer world-class service.
This two-day workshop will help you teach participants how to:
| Delivery Method | Duration | Price (excl. VAT) | |
|---|---|---|---|
| Fulltime | 2 Days | R 4,598.00 | |
| Webinar | 2 Days | R 3,698.00 |
Save up to 10% by booking and paying 10 business days before the course.
Customer Service personnel, managers, business owners, call centre personnel
Any experience in dealing with customers is useful but not necessary.
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution.
The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.
This section gives a basic understanding of human social dynamics, why we do what we do, and why we feel what we feel. This is an extremely important foundation for the rest of the course
In order to give the best service possible, we need to make sure we know who our customers are. We will look at some basic ways of anticipating customer needs.
We will look at how great Service can add value to Customers in the areas of, timeliness, quality and consistency.
Taking ownership is important for making sure we are engaged and content in our work, as well as making sure our company's image is maintained well. We will look at how important this concept is in conflict situations with customers.
There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover.
This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well.
We will cover some simple ways to improve our communication over the phone as well as looking at some basic telephonic etiquette.
This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to other's emotions, and managing our emotions.
Self esteem and confidence do not only make us feel good, they also improve our performance. We will look at how we can grow this self perception.
Many people find it difficult to be assertive and others find it difficult to distinguish that from aggressiveness. We will look at the very physical differences that distinguish assertiveness and aggressiveness.
This session will use the method of blending and redirecting to manage conflict and work towards common goals.
We don't want to discourage communication with our customers. This section discusses dealing with these callers gently.
In this section delegates will have an opportunity to work through scenarios with different difficult callers.
We will learn the basic concepts of getting to the bottom of a problem and addressing it.
This section will recap a few of the concepts covered already and remind the delegates that good service is an individual value.
We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.
To apply for a booking, click on the relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.
| Start Date | End Date | Branch | Status | |
|---|---|---|---|---|
| Mon 26 Jul 2021 | Tue 27 Jul 2021 | Woodmead | Provisional | |
| Mon 18 Oct 2021 | Tue 19 Oct 2021 | Woodmead | Provisional |
For clients who want to enjoy the convenience of public transport, consider the Gautrain.
For more information you can download the official Gautrain brochure.