To motivate and empower the learner to find their own motivation to communicate clearly and concisely, giving exemplary customer care from an authentic yet well structured viewpoint and especially from a place of personal commitment. Emphasis is placed on relationship building, the value of a returning clients and the role that each of us plays in an interconnected society. All staff should attend this workshop as it speaks to both internal and external clients. Originally designed for use by call center agents, this workshop is practical, informative and highly motivational.
Please note: A customised version of this workshop can be aligned to the Batho Pele principles for government.
Definitions, Attitude and Aptitude
What are the core building blocks of customer care
Understanding 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
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
Identifying 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
"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.
But not only is it necessary to highlight the need for good client care, we give the delegates many tools and "how to's" and also 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.