This workshop encourages the use of communication skills to enhance customer service, adhere to ethical standards in all dealings with clients, provide adequate responses to a client's query or complaint and to assist clients with constructive advice and information. The aim of the workshop is to specifically address the difficult client.
The important role that customers play
Understanding why and how customers are important, difficult or not
Why are clients normally difficult
Understanding why clients become difficult
What do clients want when they speak of service and client care?
What does the modern client want and need, how does service and client care help them and us
What is considered courteous behaviour/good telephone etiquette and why is it important?
The norms of good client care and why we should strive for excellence in this sphere
What communication skills are necessary to make for a good client interaction?
Using different theories and tools to ensure that even under duress our client interaction is at its maximum level of efficiency
What is the KISS principle in customer care and why is it important?
How to implement a KISS principle
How do you calm a client down (4 techniques)
4 techniques on how to calm a client down
How do we overcome language barriers?
Practical tips on body language and the South African working landscape
I left with a clear understanding of why I react negatively to difficult customers and how to alter this behaviour. ~ Leonard
Prices include VAT @ 15%
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.