World Class Customer Service

 

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Course overview

Delivering world class customer care requires the capacity to provide a memorable, unforgettable experience to each customer. World class customer care is not only about meeting customer expectation and resolving queries/ selling products and services but about exceeding customer expectations and looking for opportunities to provide unexpected moments in unique ways. Customer care is a highly customized service for each individual customer, this is the essence of world class customer care in that each customer needs to feel that this service is specially tailored for them.

Bradley Institute therefore offers a five-day course on World Class Customer Care.

Who should attend the course?

This programme is intended for:

  • Persons who need to monitor the level of service to a range of customers.
  • Personal Assistants
  • Receptionists
  • Call Center Personnel
  • Front Desk Managers
  • Administrators
  • Call Center Managers

 

Course objectives

The course aims to empower participants to achieve the following:

  • Consistent and professional style when speaking with customers
  • Develop skills in engaging with customers and handling their enquiries effectively
  • Listening effectively, asking questions and ability to summarize responses fully to a customer request
  • Identify ways to add value to customer relationships and exceed expectations
  • Turning customer service disappointment into a positive experience
  • Poking techniques to identify specific needs of customers
  • Build values and attitudes necessary for improving quality in customer care
  • Setting professional service standards for the organization
  • Develop a self-critical approach
  • Apply skills and techniques necessary for effective Customer Relationship Management
  • Understanding of how customer care creates value for organizations and customers
  • Develop a plan for exceeding customer expectations
  • Prepare strategies for retention of customers

 

The Learning Model

Best practice theory exploration

  • Facilitator-led group discussions.
  • Self-discovery activity.
  • Game-based learning.
  • Practice exercises.
  • Hands-on activities.
  • Facilitator-led group discussions

 

Course Contents

The course will cover the following modules

  • Module 1: Communication
  • Module 2: Sales
  • Module 3: Deliver World Class Customer Service
  • Module 4: Managing stressful Environment
  • Module 5: Relationship Building
  • Module 4: Self Mastery

 

Course Outcomes

At the end of the training, participants will be able to;

  • Understand how customer service creates revenue and healthy organizations
  • Understand the impact of poor customer service on the organization and on the individual
  • Deal effectively with customers
  • Identify internal and external customers
  • Build on listening strengths and reduce obstacles to listening
  • Effectively use problem-solving, questioning, and solution exploring techniques
  • Understanding the power of communication
  • Respond effectively to specific customer behaviors
  • Convey unpleasant information and negotiate solutions.
  • Refine sales skills
  • Discover the importance of fixing the caller first before fixing the problem.
  • Understand how their role is instrumental in delivering a high performance customer focused environment.
  • Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.
  • Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
  • Discover how to handle customers in a way that builds a foundation of trust and positive feedback.
  • Build solutions that delight in, and build long-term customer loyalty

Duration 5 days

2019
Course Calendar Dates

March 19 – 23

April 23 – 27

May 21 – 25

June 18 – 22

July 23 – 27

August 21 – 25

September 24 – 28

October 22 – 26

November 19 – 23

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Cost: R 7 500

Interested in a custom programme?
Beginning with the content of our existing offerings, we’ll work with you to create a program tailored to address the challenges of your organization.

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