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
Definitions, Attitude and Aptitude
What are the core building blocks of customer care and what attitudes are necessary to deliver on these?
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
"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.