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COURSE TRAINERS
Andrew Badham
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.
Candis Angelene Cheyne
I have been working as a freelance communications coach for most of my professional career, training Business Writing, Customer Service Excellence, Voice and Articulation, Presentation Skills, Negotiation, as well as Telephone Practices. My clients have come from a wide range of industries.
My main strength is English communication. I am able to communicate dynamically (verbally and via the written word) in a way that teaches, inspires and motivates others. My focus is corporate communication that delivers customer service excellence, with attention to detail.
Chris Moodley
Details
Your employees are the heart and face of your business to your clients. How they treat and respond to your clients is essential for your business and builds your organization's reputation and the value of your brand. So how do we motivate employees to care about the client? We equip and train them to understand the importance and dynamics of customer-centricity. This is a condensed course focusing on the best elements of our Customer Service Essentials Course combined with best practices in Conflict Resolution, Communication Strategies, and Emotional Intelligence. This course utilizes strategies to build employee self-motivation to offer world-class service. This course is a great team-builder for customer service teams who are a bit tired and need some fresh perspective.
This two-day workshop covers:
- Understanding your emotional triggers and how we behave socially from a cognitive perspective
- Defining Who Your Customer Is
- Meeting customer expectations and owning the problem
- Basic business and email etiquette
- Communication skills for better listening when in conversation and on calls
- Skills for handling difficult and upset clients and handling conflict better
- Managing your own emotions and stress levels
- Being customer-focused
Delivery Methods
Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of six delegates. We remain committed to offering training that is fast, focused and effective.
| Delivery Method | Duration | Price (excl. VAT) | ||
|---|---|---|---|---|
| Fulltime | 2 Days | R 4,598.00 | Get a Quote | |
| Webinar | 2 Days | R 3,698.00 | Get a Quote |
Discounts Available
Save up to 10% by booking and paying 10 business days before the course.
Brochure:
Audience
Customer service teams, call centre personnel and any front line person or team in a business who need to understand the importance of who your customer is and how to keep them connected and happy.
Pre-Requisites
Any experience in dealing with customers is useful but not necessary. Business experience is important.
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.
Objectives
To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution. We will also discuss each student's personal objectives and challenges.
Customer service
The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee
Customer desires
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 identifying and 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
Taking ownership is important for ensuring our company's image is well maintained and ensuring we are engaged and content in our work. We will examine how important this concept is in conflict situations with customers.
Business Etiquette
There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover. More importantly, we will look at what we are trying to signal to our customers with our appropriate etiquette.
Communication and Active Listening
Communication breakdown is at the heart of many conflicts. This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well. That way, customers feel heard and fewer mistakes are made.
Telephone and Email Communication
Now that we've covered communication in general, we will cover some simple ways to improve our communication over the phone and email. We will learn to write professionally but also compassionately.
The Brain and Human Interaction
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 because it helps students to understand themselves as well as their customers
Emotions in Business
This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to others' emotions, and managing our emotions. We will cover quick and applicable skills to improve students' abilities in each of these domains.
Self-Esteem and Confidence
Self-esteem and confidence not only make us feel good, but they also improve our ability to communicate assertively. We will look at how we can grow this self-perception.
Increasing Assertiveness
Once we have built a foundation of confidence, we will begin to communicate with assertiveness. 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.
Conflict Management
The best way to deal with conflict is to know where it's coming from. We will begin the session by understanding what causes conflicts to begin or escalate. Then, we will use the method of blending and redirecting to manage conflict and work towards common goals.
Dealing With Difficult People
Difficult people are not necessarily bad people. We will first understand why people can behave in difficult manners so that we can empathise and address the real issues. Delegates will identify potential causes and solutions to a variety of difficult behaviours.
Managing customer calls
After discussing some strategies for dealing with difficult calls, delegates will begin to roleplay with their new skills. This will give them an opportunity to demonstrate their skills and receive feedback.
Dealing with Stress
We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.
Schedule Dates and Booking
To apply for a booking, click on the relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.
Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of six delegates. We remain committed to offering training that is fast, focused and effective.
| Start Date | End Date | Branch | Status | |
|---|---|---|---|---|
| Thu 25 Jan 2024 | Fri 26 Jan 2024 | Fourways | Scheduled | |
| Thu 14 Mar 2024 | Fri 15 Mar 2024 | Fourways | Scheduled | |
| Thu 16 May 2024 | Fri 17 May 2024 | Fourways | Provisional | Enquire |
| Thu 11 Jul 2024 | Fri 12 Jul 2024 | Fourways | Provisional | Enquire |
| Thu 5 Sep 2024 | Fri 6 Sep 2024 | Fourways | Provisional | Enquire |
| Thu 3 Oct 2024 | Fri 4 Oct 2024 | Fourways | Provisional | Enquire |
| Thu 28 Nov 2024 | Fri 29 Nov 2024 | Fourways | Provisional | Enquire |