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.
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:
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 four 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 | |
| Webinar | 2 Days | R 3,698.00 |
Save up to 10% by booking and paying 10 business days before the course.
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.
Any experience in dealing with customers is useful but not necessary. Business experience is important.
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.
There are currently no scheduled dates.
Please note that this course needs a minimum of 6 delegates to schedule a course. You can choose to be added to the waiting list by clicking the button below and we will contact you when we have enough delegates interested. Should we not get enough delegates, we will refund or credit your paid booking.
Should you need this course urgently, the following options are available: