Event Details

Customer service is an integral part of every business.

It happens in many different formats from in-person to telephonically via the internet.

Regardless of how customer service is delivered, soft skills are needed.

Customer service soft skills are relationship-building skills.

This practical workshop highlights the importance of working through company standards and meeting customer perspectives, perceptions and expectations.

Learning Gains:

  • Effective customer communication
  • Understanding customer perspectives, perceptions and expectations
  • Handling customer diversity
  • Customer do's and don'ts
  • Consideration towards customer disappointments, problems and complaints
  • Taking initiative, being pro-active and a solution thinker
  • Sound product information and knowledge
  • Ensuring repeat business
  • Telephone and email communication
  • Customer policies and procedures


COURSE CONTENT:


Definition of Customer Service

  • Impact on the business; ten simple rules
  • Customer service and company standards
  • Your approach, personality, first impression, body language and verbal
  • Having the right attitude towards working with people
  • Maintaining a corporate identity

Identifying Customers

  • Internal and external customer
  • Customer profiles


Managing Customers

  • Effective customer communication
  • Understanding customer perspectives, perceptions, expectations
  • Handling customer diversity
  • Customer do's and don'ts
  • Consideration towards customer disappointments, problems and complaints
  • Taking initiative, being pro-active and a solution thinker
  • Sound product information and knowledge
  • Ensuring repeat business
  • Customer policies and procedures

Dealing with Customers Telephonically and Electronically

  • Telephone and email techniques and etiquette
  • Building rapport telephonically and electronically
  • Adopting a 'one company one image' approach


Please note that this link is unique to you. Transferring this link to another user is an infringement of copyright. If you have subscribed to a course, the cost is per delegate, not per screen.

Speakers

  • Lionel Bourgeois (Vetta Internationale)

    Lionel Bourgeois

    Vetta Internationale

Tickets

Members

Your tax invoice will be sent to you within 24 hours

Member Price R 950
Non-members

Your tax invoice will be sent to you within 24 hours

Standard Price R 1,150