Crafting Positive Customer Perception
Are you ready to take your business to new heights by harnessing the power of customer perception?
Welcome to the "Crafting Positive Customer Perception Masterclass!"
In this interactive session, we invite you to embark on a transformative journey where you will discover the incredible influence customer perception holds over your brand image, customer loyalty, and overall business success.
Through interactive discussions and practical exercises, our expert facilitators will guide you towards a comprehensive understanding of customer perception and provide actionable strategies to shape positive perception effectively.
You will leave this masterclass equipped with tools and insights to create exceptional customer experiences that elevate your brand's image, foster customer loyalty, and drive sustained business success.
This is the opportunity to unlock the power of positive customer experiences and shape the perception that drives your organisation forward.
This Masterclass is part of our BQA Accredited Customer Care Program.
1. Understanding the importance of customer perception
2. Identifying key factors influencing customer perception
3. Exploring techniques to shape positive customer perceptions
4. Learning how to handle customer complaints
1. Appreciating the significance of customer perception
You will profoundly appreciate customer perception's pivotal role in shaping brand image, fostering customer loyalty, and driving sustainable business growth. With this knowledge, you will better align your strategies and initiatives with customer expectations and aspirations.
2. Identifying the factors influencing customer perception
You will have developed a keen eye for identifying and analysing the key factors influencing customer perception. Armed with this understanding, you can make informed decisions and strategic adjustments to shape positive customer perceptions that align with your desired brand image and business objectives.
3. Learning strategies and techniques to shape positive customer perceptions
You will have acquired a repertoire of proven methods and techniques to create exceptional customer experiences that leave a lasting impression. You will learn how to evoke positive emotions, foster trust, and align your brand narrative with the aspirations and values of your target audience.
4. Developing skills to handle customer complaints
You will have developed the skills and knowledge to handle customer complaints gracefully, professionally, and efficiently. You will gain confidence in turning challenging situations into opportunities for growth and building stronger relationships with your customers.
Rachel Nekati and her team at Achievement Enterprises are fascinating, inspirational, and insightful trainers who are skilled at bringing opportunities for achievement to the suffice during their sessions. They understand the whole tapestry of change leadership within any context. We have engaged them more than once because of the many practical and relatable “aha” moments that have left us in absorbed delight during the training sessions. If you and your organisation want to move forward, Achievement Enterprises are the team to engage. They will give you the right answers to your professional challenges through their great breadth of technical and strategic insights.
Sipho H. Showa, Head - Marketing & Communications.
Rachel Nekati's enthusiasm is contagious. Her presence cannot be ignored. She has the ability to connect with her audience and make them feel at ease. At BBS Bank, we had the opportunity to hire her to train our middle management on customer service. They were blown away by her enthusiasm and would love for her to take on the challenge again. They just can't get enough of her!
Thelma O'Reilly, Head of Banking
The program has taught them the value of being customer-centric and viewing their service through the eyes of a customer.
Land Board Secretary – Tlokweng
Ministry of Lands and Water Affairs
I learnt how to work on my role profile to match the leadership I come across
- Silas Sehularo: Public Relations Officer
I benefited by getting a lot of clarity on personal traits and unique behaviour.
- Gosego Pilane, Chief State Counsel and Legal Advisor
It made me aware of my blind spots, and strength and also to think more about the future as opposed to the past, which is not serving us. More importantly, I learned how to buckle up. How to deal with challenges. To initiate solutions,, not lament problems or justify why things cannot happen. –
It helped me to understand exactly who am I.
- Oarabile Nkwe. Coordinator of Ministry towards Improvement
It assisted me in discovering myself, knowing that I did not know what I thought I knew about myself
- Kgangmotse E. KGANGMOTSE- Chief Economist
I've become more self-aware. I have learnt my strengths and weaknesses and have been equipped with skills of balancing myself. The facilitator was high energy and very engaging. I all around had a fantastic experience.
- Lone Gabalebatse, State Counsel
I have learnt to start with me before I could finger point if work is not done. Identify my weakness and use them to create opportunities. I appreciated knowing my grey areas and how best I can work with others with different profiles. Together we can achieve the objectives of the ministry. –
I know myself fully, the traits I need to push from the grey circle in the PDA Wheel Chart, and the high intensity and the low-intensity traits which may cause delays in my service delivery. I appreciated knowing that the kind of leader helps us align with his way of doing things.
– Oupa Masesane. Deputy Permanent Secretary - Tertiary Education
It gave me a detailed description of my strengths and weaknesses, which have contributed to my success in a positive manner and also pointed to my negative behaviours, which i need to work on. It is a very empowering, motivating and supportive strategy geared towards building compelling and succeeding teams. Team Alignment is a phenomenal concept that diagnoses the behaviors of each team member in the context of a big team. It also introspect the architecture of a given team and comes up with robust practical commitments to place the team on a collective path of top notch and a high performance culture.
- Peter Mafokate,Chief Project Officer Anti-Corruption Unit
Excellent, I managed to see myself through the eyes of my Team Members. I am looking forward to Emotional Intelligence plus Couple Mentoring when it is offered.
- Ndoze Moletelo Planning Officer
The assessment has exposed my behavioral style. I now know my area of strength and I know my motivators. It gives the team profile and show areas we need to modify to achieve the best out of our team.
- Mooketsi Dijeng Assistant Manager Reforms
It has helped me to appreciate my strengths and my blind spots , and how these play out in my personal and professional space. It helped me appreciate other team members more
- Tebogo Bagopi Deputy Permanent Secretary
I benefited from the PDA assessment very much. I mostly apricated the Review of blind spots and how they can be addressed.
– Kekgonne Baipoledi Permanent Secretary
''This virtual training was very Interactive...
I felt it was more interactive than had we been physically trained. I had expected that less interaction.” - M C Chaba: Botswana Unified Revenue Services (BURS)
"There was significant interaction with the trainer...
The online training went well; significant interaction with the trainer. online training is the future.” - Tshepho Gaborone - BURS
"The training exceeded my expectation...
The online training was far better than I expected.” – B K Radikonyana : BURS
"Online training is the best...
I experienced zoom for the first time. I realised online training is much better than physical training because I felt comfortable and at ease." – N Ntshielang: BURS.
" There was no time to hide behind others...
Online training was more efficient because training physical can be a disaster for participants, whereas online, the names of the participants can be picked easily from the system. Everyone is participating.” – K Delu: BURS
"This is the timely innovation...
“Online training taught me that I don't need a teacher by my side to get training, and I believe it is the innovation we need in this time of technology. I can study wherever I am; distance is no longer a barrier.” - R Mutembedza: BURS.
"There was order and interesting group work...
I expected a chaotic setup where supervision would be challenging to employ. However, I was pleasantly impressed when I saw the team is divided into groups, and you regularly check our progress to serve progress. It was awesome. I was fascinated by the technology that allows for privacy or should I see enhanced supervision.”- B K Radikonyana: BURS.
“I was engaged and focused throughout the training...
It was my first experience with Virtual and Online training. The course, as interactive as it was, kept me focused and on my toes. Initially, I thought we would just be watching a tutorial video. I enjoyed it and am looking forward to more.” - T Lekuta BURS.
"This was a fantastic experience...
Online training was interactive. It was my first time using zoom a, and the experience was terrific – K Kooepile: BURS.
"We all had sufficient time to interact...
The online experience was more interactive because everyone could express their views without fearing matlho a batho.” – M I Mooketsi: BURS.
"I felt superb a, and I am satisfied with the experience...
It was like face to face real-life experience. It was eye opening as this showed that in order to learn or help a customer, we do not need to meet in person but can; the experience made me feel great, happy and satisfied as it was a new experience for me.” – B Raditholo: BURS.
"I comfortably related with the trainer...
The online training made me comfortable with the trainer and made the environment friendly enough for me to participate. And I was always alert and attentive. – O Morotsi BURS
"I am happy I can study anywhere and anytime...
It went well I was like we were in the same room with you, and it shows that I can study where ever I am at any time.”– K Moabankwe: BURS
"The atmosphere was conducive, and we felt so comfortable...
Because It helped to interact well with others who are shy." - MissGee
"I felt comfortable to participate...
I enjoyed it since I could participate even though I think I lack public speaking qualities." - K Ditau: BURS.
"It was well organised.
The virtual training was well set up, to find myself being able to communicate with others over the video has helped build my confidence." - Amo N: BURS.
"It was well-coordinated.
It's exciting; it affords everyone the chance to talk and listens without interruptions." - BOB: BURS.
"Though it was my first on Virtual Training, I had fun...
It s my first time using it. I enjoyed communicating with my team members and building my confidence." - Dicks: BURS
"No more stage fright.
It has been fun, a welcome development for some of us with stage fright." - Sea: BURS.
"This an appropriate forum during the Covid-19 Pandemic...
The online experience training has been the best! I have learnt a lot, and it would be ideal if BURS can introduce this type of Virtual meeting considering the challenges of Covid - 19." - Zacks: BURS.
"I felt free to participate...
I enjoyed it more than usual; we feel free, no stage fright." - Miso: BURS.
"Virtual Training is the best...
It is exciting; the audio is better, concentration is also better compared to bigger rooms." - Amo M: BURS.
Group discussions were my favourite...
I enjoyed the group chats, reduced my shines, and it's like I'm doing one on one." - Rati: BURS
"We felt like a team...
I enjoyed every moment of it, it brings everyone together, and we feel free to participate." - Tammie: BURS.