Customer Care Training 2 Days
Service complaints rarely come down to a lack of good intentions — they usually come down to a lack of process.
About the course
This 2-day, Services SETA-accredited workshop (aligned to Unit Standard 10354) teaches the PLEASE TRUST US accountability framework and a 3-step assertive approach for defusing difficult client interactions, alongside cultural sensitivity in a diverse workforce. The result: teams with a shared, repeatable process for consistent client care, backed by a recognised qualification.
What it covers
Definitions, Attitude and Aptitude
What are the core building blocks of customer care
How well do we as individuals provide them and how efficiently could we be
Understanding People
Understanding various comfort zones of communication, looking at our personal and company communication from a client's perspective
Determining Your Personal Vision
Why the client is important, what he expects and what it means to the learner, recognising our reasons/motivations for certain perspectives and offering
Accountability - BASE and FASE
A step-by-step approach to customer care with each letter of PLEASE TRUST US serving as a reminder and enabling us to check and ensure that all bases are covered
Concise communication
Positive communication
Dealing with difficult clients
3-step assertive approach
Defusing conflict
Simple steps to query resolution
Embracing Diversity in the workplace
Includes listening, unpacking perceptions, 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
“Very happy with the knowledge and confidence I gained from this course. Highly recommend it to every who works in sales and customer service ~ Jane”
How we run it
"It is not so much your aptitude that determines your success as it is your attitude." ~ Zig Ziglar
This accredited workshop has been designed to motivate and empower the learner to communicate clearly and concisely and apply this knowledge in the interest of internal and external customer care as well as for themselves from a career perspective.
Assessments are available for this workshop. It is our experience that the organisations that enter into this training experience improved team work and improved personal attitudes an added advantage.
SETA unit standards
| Unit standard | NQF | Credits | Title |
|---|---|---|---|
| 10354 | 2 | 8 | Contribute to a diverse working environment in a contact centre. Staff Training Unique Content |
| 242829 | 4 | 5 | Monitor the level of service to a range of customers |
| 110082 | 1 | 6 | Understand the impact of customer service on a business (historical) |
| 114974 | 2 | 2 | Apply the basic skills of customer service |
| 13930 | 3 | 4 | Monitor and control the receiving and satisfaction of visitors |
This course is accredited by the Services SETA.
Run it for your team
We can adapt Customer Care Training 2 Days to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.