Customer Care Training 2 Days Email Print

Aim/Intro

To motivate and empower the learner to communicate clearly and concisely. Emphasis on client care and relationship building.

This Services SETA Accredited workshop is aligned with Unit Standard 10354: Contribute to a diverse working environment in a Contact Centre


Course Content

Definitions, Attitude and Aptitude

What are the core building blocks of customer care and what attitudes are necessary to deliver on these?

Understanding People

Understanding our various comfort zones of communication

Determining Your Personal Vision

Why the client is important, what he expects and what it means to you

Accountability - BASE and FASE

How to ensure effective results through effective behaviour change - seeing accountability as a gift and using a diary as a means

Consider Your Power - PLEASE TRUST US

A step by step approach to customer care ensuring all bases are covered, a module on concise communication as well as dealing with difficult customers LAST: Listen, Apologise, Solve, Thank

Meeting, Greeting and Cultural Awareness

Includes listening, complaint identification, cultural sensitivity, the smile, articulation and tone of voice, verbal communication

Identify the Required Skills for the Job

Includes being aware of additional knowledge that needs to be gained. For example you cannot give advice on product ABC without the knowledge/skill to do so and then how you go about obtaining that knowledge



More on this workshop

"It is not so much your aptitude that determines your success as it is your attitude." ~ Zig Ziglar

The aim of this workshop is to assist the delegate in understanding the reason for exemplary customer care practices. This particular 2 day workshop is an accredited workshop and assessments are available at an additional cost if required.

Not only is it necessary to highlight the need for good client care, we also give the delegates many tools and "how to's" and empower them with the tools of self motivation, enabling him/her to use and sustain these practices.

Staff Training definitely provides a slightly different take on customer care and have presented it continually for the past 14 years, with much success.


The duration of this seminar is 2 day(s).




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Cape Town2018-05-24
Johannesburg2018-07-23
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All our full day open hosted workshops commence at 08:30 and end at 16:30.
For inhouse workshops we will travel for anything between one and 16 delegates.
All course material, lunch and refreshments are provided.