Customer Service - Leap Training

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Customer Service


1. To prepare delegates for their roles and responsibilities as an effective customer service agent in a structured skills development programme which is to be used as a capacity building and diversity management tool
2. To equip delegates with the necessary customer service skills knowledge and skills to:
• Understand and fulfill their roles in a customer service relationship
• Develop and nurture a relationship of trust and support
• Effectively build loyal and sustainable customer relationships
• Understand the importance of ‘Service is an Attitude’

DAY 1:
• Why customer service matters: key strategies
• Understanding Customer Service
• Organisational needs and structures
• Service behaviour & outcomes
• Elements of great customer service
• Building long term customer relationships
• Service is an attitude
• Professional & effective communication with customers
• Listening skills

DAY 2:
• Managing service delivery: importance of service levels
• Importance of moments of truth
• Understanding service culture
• Measuring & understanding customer satisfaction feedback
• Measuring quality service: Internal feedback and mapping
• Handling difficult situations
• Constructively representing your organisation

DAY 3:
• Optional assessment/practical

• All staff in a customer service role
• People who want to increase their knowledge concerning ‘Customer Service Attitude’

• To equip delegates with knowledge and skills to gain a better understanding of the concepts of effective customer service principles
• To expand customer service abilities within individuals or teams

After completion of the Customer Service training course the delegates will be able to:
• Understand why customer service matters
• Understand the association between customer loyalty and customer care
• Identify and explore the principles of great service to all customers – internal and external
• Apply knowledge and skills to be highly motivated through improved customer relationships
• Identify and implement customer service levels

• 1 or 2 days Interactive workshop
• 1 day practical assignments (Optional)

Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies

• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector

• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops
• Competence assessment: 1 Assignment to be completed and returned to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge


- R Dias (General Manager: Stallion Reaction):
“I learned how to handle customers, both internal and external, without being affected personally.”

- L Makurube (Intertoll Africa):
“Customer Service is all about positive energy that I put into my work!”

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