OBJECTIVES 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’ COURSE CONTENT 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 TARGET AUDIENCE
• All staff in a customer service role
• People who want to increase their knowledge concerning ‘Customer Service Attitude’ PURPOSE • 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 LEARNING OUTCOMES 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 DURATION & IMPLEMENTATION
• 1 or 2 days Interactive workshop
• 1 day practical assignments (Optional) PRESENTATION STYLE
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
RESOURCE REQUIREMENTS • 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
ASSESSMENT METHODS • 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
FEEDBACK FROM DELEGATES:
- 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!”
