1 DAY TRAINING
Introduction:
Having a customer-oriented mindset is very important for the organization. Customer Satisfaction is a key area to ensure the success of a company. Therefore, it is vital that all staff are equipped with essential skills to manage any type of customer professionally. Internally the spirit of customer service must be embraced so teams can work together to achieve a common service vision. As such this workshop encourages participants to ‘wear their service hat’ at all times. This workshop equips participants with tried and tested methods to manage all types of customers.
The workshop is highly interactive, and it uses exciting methodologies to draw insights from participants. The module outline has been designed as a 1-day workshop. However, this can be customized to suit the requirements of the clients
Learning Objectives:
To identify & develop the service vision of the company as a common goal.
To understand how one’s role impacts customer satisfaction.
Identify the difference between internal and external customers.
To develop key communication skills to understand & communicate effectively.
To apply proven techniques for handling difficult customers
HRDC Certificate Of Attendance:
Yes
Target Audience:
Customer Service Representatives
Customer Service Managers and Supervisors
Sales Professionals
Frontline Staff
Team Leaders and Department Heads
Business Owners and Entrepreneurs
Methodology:
Group Discussions
Sample Call audit & Review
Listening Exercises
Role Plays & Simulation Exercises based on situations at work
Video
Facilitator & Peer Feedback
Experience Sharing
Games