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:
- Recognize that service delivery is an individual response value
- Understand how an individual's behavior impacts the behavior of others
- Develop more confidence and skill as a problem-solver
- Communicate more assertively and effectively
- Make customer service a team approach
Cost$459.80 If you are currently resident in South Africa you will need to pay VAT at 15%.
Instructor Led classroom based training. Scheduled classes are normally held in Woodmead - near to Sandton in Johannesburg, Gauteng, South Africa. Stationary and textbook included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided for full time courses. Contact hours are between 9am to 4pm.
Customer Service personnel, managers, business owners, call centre personnel
Any experience in dealing with customers is useful but not necessary.
Course Outline / Curriculum
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.
Defining Customer Service
The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.
The Basics Of The Brain You REALLY Need To Know About
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
Who Are Your Customers?
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.
Meeting Customer Expectations
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.
Active Listening and Communication
This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well.
Telephone and Email Etiquette
We will cover some simple ways to improve our communication over the phone as well as looking at some basic telephonic etiquette.
Emotions: Sometimes We Have Them, Sometimes They Have Us
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
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.
Managing the Talkative Caller
We don't want to discourage communication with our customers. This section discusses dealing with these callers gently.
Dealing With Difficult People
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.
Doing Your Part Well
This section will recap a few of the concepts covered already and remind the delegates that good service is an individual value.
Dealing with Stress
We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.