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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) | ||
|---|---|---|---|---|
| Classroom | 2 Days | ZAR 5,500.00 | Get a Quote | |
| Live Virtual Training | 2 Days | ZAR 4,500.00 | Get a Quote |
Discounts Available
Save up to 10% by booking and paying 10 business days before the course.
Brochure:
Customer Testimonials
Amrod Corporate Solutions (Pty) Ltd
The learning material is very clear with relevant examples making it easy to understand and implement in daily life.
Amrod Corporate Solutions (Pty) Ltd
same as above
NinetyOne SA (Pty) Ltd
It opened a lot of ideas for me, for my work, and for how I improve my communication skills with people. How I meditate, I will choose leading the leading edge because it is very amazing and effective
NinetyOne SA (Pty) Ltd
Very innovative and collaborative training, you hardly sleep throughout the training
Amrod Corporate Solutions (Pty) Ltd
The facilitator made all the difference in making this training fun and enjoyable.
NinetyOne SA (Pty) Ltd
Great session. Really enjoyed and learned a lot about client centricity.
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
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:
- Pay for 6 delegates (whether you have them or not) and we will schedule the course as soon as possible.
- If you have fewer delegates and cannot pay for 6, we can negotiate a shortened course where some of the time will be spent in blended learning - watching videos and doing tutorials and exercises with some contact time with the trainer. We would want to discuss what your core needs are so that we cover those aspects. You need to have paid for 3 delegates at least.