Customer Care
This Customer Care Training will equip employees with the skills and techniques to provide exceptional professional customer service; which delights customers thereby increasing customer satisfaction, loyalty and retention.
A Customer Is Anyone Who Can Not Do Their Job Unless You Do Yours!
Course Outcomes
At the end of the course you will :
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Understand and appreciate the importance of customer care for both you and the customer
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Recognize the importance of customer perception and learn how to create a positive lasting impression with customers
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Be aware of how you are perceived by your customers and have a plan of actions to improve
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Identify and take positive actions on the 'G.A.P' in your customer service
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Identify the usually considered ‘little things’ that affect customers perception and have a plan of actions to rectify them
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Learn the importance of controlling and managing emotions when assisting difficult customers
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Understand and appreciate the difference between transactional and relational customer service
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Learn how to apply 'E.E.C' approach in the sandwich feedback model and apply when giving feedback
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Learn how to handle difficult, dissatisfied customers and successfully apply the seven steps of handling customer complaints
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Understand the importance of establishing personal customer brand and learn how to consistently deliver exceptional service that delights customers
“If you are not taking care of your customer, your competitor will.” – Bob Hooey
While various elements go into creating a successful business, customer service is centre-stage.
Excellent customer care is critical to the success of any business. Without positive customer relationships, no business can survive in today's competitive marketplace.
Customer care has changed immensely over the years. Our customers have become less tolerant and more demanding. It is a massive challenge for us to meet these demands.
This course will help you evaluate your behaviour against the customer service best practice standards to learn and appreciate where you need to make positive changes.
You will have the opportunity to explore and evaluate your current relationship with your customers and learn sustainable practices that consistently delight them. The aim is to create a stable and rewarding experience that makes customers want to return time and time.
This training course is aimed at anyone dealing with internal and external customers.
'A customer is anyone who can not do their work unless you do yours'.
Remember that being in business requires a lot of additional skills. If a person can manage emotions while assisting demanding customers, this will lead to customer satisfaction and retention.
It Costs up to five times more to get a new customer than to keep one!
Customer service is what separates companies that thrive from those that fail.
My 23 years of customer service experience makes my training unique, practical and easy to understand.
I can confidently say customer service has been my passion since I started my banking industry career after varsity in 1997. My roles have always centred around Customer care, including Personal Financial Consultant, Customer Service Manager, Branch Manager, Head of Retail Risk Credit and External Affairs Manager in the diamond industry.
My previous and current experience has equipped me with in-depth knowledge and practical customer service skills.
As a leadership and Cognitive Behavioral Life Coach, I can relate with participants at all levels through my adaptability and good interpersonal skills.
My ability to motivate people to take deliberate and consistent action ensures that the training gets embedded in the hearts and minds of participants and enables them to accomplish their goals and objectives.
I am looking forward to sharing the skills, my experiences and practical tools to transform your views, perceptions and approach to customer service.
“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” – Henry Ford
Feedback from others about this Course
“The course taught me how to handle people of different personalities." - said Mary Johnson.
“The course helped me to control my emotions." - Portia Modise
“The facilitator was always engaging and made sure we all understood everything clearly." - said Adrian Adams.
“I have learnt a lot about the importance of handling customers well and that the customer pays my salary." - Lorna Thompson.
“The customer service training is informative, practical and educational." - Roy Badisa.
“I have learnt how to deal with difficult customers." - Babedi Pule
“I have learnt the best way to handle customer complaints." - Peter Anderson
“I learnt the best way to give feedback." - John Sediba
‘‘The versatility of the instructor was admirable, and she gave examples that were relatable." - Shiela Moremi
"The course increased my self-awareness about the issues that have been lying in my blind spots in my life." – Lebo Motsumi
Testimonials
"Rachel is a river that shares knowledge to help others improve their lives, not a reservoir that hoards knowledge"
The Rachel Nekati that I know extraordinarily impacts the world. Rachel is a river that shares knowledge to help others improve their lives, not a reservoir that hoards knowledge. A natural leader who knows the form shows and goes the way. Her energy, passion & consistency are just admirable. She is intentional in what she wants to achieve. Oozes confidence. Unstoppable.
"Rachel takes a keen interest in the achievement of her clients"
I am happy to recommend Rachel Nekati as a Coach and Trainer. I first met Rachel back in 2010, delivering a course on Emotional Intelligence, and her impactful delivery has contributed significantly to who I am today. I have known Rachel as a Transformational Leader who has always led by example. One of Rachel's greatest strengths is following through and taking a keen interest in the achievements of her clients/mentees. One notices that all her deliveries are on transformation as opposed to maintenance. These are the qualities of an effective coach/trainer. I have followed her and recently enrolled in her Just Eat Intermittent Fasting Program. Rachel continues to positively transform people's lives with her excellent Coaching and Training work.
" Rachel has passion for teaching, she is very focused and committed"
I have known Rachel Nekati for over 20 years. I met her at the University of Botswana in 1992 when we started our BCom degree. I found Rachel very energetic and committed to her school work. We used to study together and were constantly amazed by her quest for success, especially at such a young age.
Our relationship continued building throughout the university; the highlight was when she started her training business. She did training for my team on emotional intelligence and me. This training changed my life and the way I do things in life. I became more self-aware and self-motivated. Rachel impacted my team and me significantly, and I thank her.
Rachel later introduced me to the IF lifestyle, a fantastic one I have adopted since 2018. Rachel has been my IF coach since then and has had a very positive impact on the way I relate to food. I have successfully lost weight because of her excellent coaching and teaching skills.
In summary, Rachel has a passion for teaching; she is very focused and committed. She puts all the effort into everything she does and impacts positively on everyone she interacts with. Rachel has the right energy!
" Rachel Has Helped Me To Be A Better Leader"
Rachel coached me in the Supervisory and Management Program, and I would like to say I am where I am because of her training. It has been mind-opening and has asserted me to become a better leader of my team.
I highly recommend her to any organisation and leaders out there.
"Rachel is an Excellent Trainer who is Professional, Focused and Goal Oriented"
I recommend Rachel Nekati as a trainer for Managing thoughts, emotions and behaviour. I have known Rachel Nekati for several years as a trainer and coach. Rachel is an excellent trainer who is professional, focused and goal-oriented. She incorporates E-learning tools with a wide variety of techniques to ensure she achieves success with her students. Rachel is creative and quick to assess her students' needs to ensure no one is left behind. Additionally, she has an impeccable work ethic, and anyone trained by her will acquire valuable skills that will cause a positive shift in their life.
"Rachel Uses Reflective Practical Training Methods"
I was pleased to participate in one of the Corporate training sessions facilitated by Mrs Rachel Nekati. Her diverse knowledge of organisational development, communication and effective teamwork impressed me. In training the Executive Management, Rachel used reflective practical training methods and excellent interpersonal skills to deliver enjoyable and beneficial content to leadership. I highly recommend her for an opportunity she endeavours to pursue. She is a true gem.
" I have Become A New Person With Integrity, Focus, Confidence and Direction"
My experience with the training has completely changed how I think and behave, not only in the workplace but in my personal experiences. Rachel has guided me to be a better person through the principles I carry every day. Since your training, I have become a new person with goals, direction, confidence, and integrity. I will forever be grateful.
"I Use Rachel's Teachings In My Demanding and Stressful Job Every Day"
I attended an emotional intelligence workshop conducted by Ms Rachel Nekati. She is very professional and eloquent. I still use her teachings in my demanding and stressful job every day.
"Rachel is A Great Coach and an Emphatic Listener"
It is with great pleasure to I share this recommendation for Rachel Nekati as a trainer:
-She is very passionate in all she does, stays focused and ensures she gets the best results.
-Perfect talking and listening skills and always pays attention to details.
- Enjoys mentoring and tutoring, and she walks the talk.
- Confident and believe in herself.
- Rachel is such a hard worker and supportive.
She- Always willing to learn more, and she appreciates good results.
In summary, Rachel is a go-getter and brave as she leads by example. Always willing to impart any knowledge that will benefit the next person.
"I am in Control Of My Emotions and Feelings"
Having Rachel as my coach was one of the best things that happened to me last year. Her course changed the way I see life. Though it was focused on work, her lessons can also be applied in every aspect of our lives. I started being more organised and planned for my day the day before, which helped me be more productive at work and in life ( I feel overwhelmed if I don't do that now). My behaviour changed too; I used to feel entitled to how I think (my mood), so that made it difficult for my colleagues to work with me sometimes, I guess even people in my life🤔 but anyway, I got to learn to manage my feelings. I learned how to resolve conflict, and from all this, I saw the importance of the golden rule - put yourself in someone's shoes, and do what you would like them to do to others. I learned a lot from Rachel, and I am grateful for the training I received from her.🙂
We Are Building A Knowledge Based Economy
Expert Professional Qualified Training Consultants
Achievement Enterprises is a 100% citizen owned company with local, regional and international pooling expertise. As a BQA accredited training company, we are committed to the success and progress of our students.
We have the best experienced, qualified, and professional experts across various disciplines who provide high-quality teaching interventions that produce excellent results. We endeavour to create and build a knowledge-based economy through innovative interventions and adapt our approach to meet the needs of our customers.
Testimonials
"Leaders have energy, Leaders are multipliers, Leaders have patience, Leaders are self motivated and they motivate, this describes Rachel"
Leaders have energy
Leaders are multipliers; they have patience
Leaders are self-motivated , , and they motivate
Leaders are influencers
Leaders touch lives
Leaders have no shame; leaders are visionaries
That’s how I describe and see Rachel Nekati, whom I have known for more than 26years now….
Over the years, I have seen and witnessed all these qualities in Rachel, qualities that are almost natural but are also practised and nurtured…for Rachel understands what personal growth means, what personal leadership means and that without internalising these, you cannot grow others, you cannot influence, you cannot lead…
Rachel has this fantastic ability to motivate and help others grow, influence positively, build and nurture; she derives joy and happiness from seeing others grow and prosper…..As they say, it's what makes her “tick.”
" A powerful soothing injection "
I've learned life-changing lessons from this empowering program. I realised that we sometimes exaggerate and make minor issues into big things, which causes us unnecessary stress. I feel empowered and as if I've been given a powerful soothing injection.
Thank You, Rachel.
"I am now able to articulate my dream with a clear vision, confidence and direction"
In a noisy world of solutions, guidance and information overload, all without filter, available at one's fingertips, what a perfect time to have a meticulous and grounded voice of reason with Rachel Nekati. A Critical Thinker and Listener, Rachel jealously protected and has personally steered my Creative Mind and empowered me to make my passion a sustainable way of life. I take pride in engaging with her excellent service. I can now articulate my dream with a clear vision, confidence and direction, a skill I found rather complex and unachievable before engaging with Rachel.
My heartfelt gratitude for your patience and robust understanding of the world we live in today. I am because you Are. Thank you very much.
"A Practical and Helpful Break Through In My Life"
The course was practical and exceeded my expectations. The facilitator is very engaging and has a vast knowledge of the content and impermeable experience with her facilitation. It enabled a valuable and helpful break though in my life.
"I wish I did this course sooner"
I took this course to empower, inspire and motivate myself; moreover, Rachel exceeded my expectations. The Course was easy to follow, descriptive and highly interactive. I wish I had done it sooner; anyone who wants to effect a positive change in themselves should gift this program.
"I Feel Empowered and Excited About My Future"
I’ve just finished my stress and anxiety online self-coaching course by Rachel Nekati and Achievement Enterprises, and what a fantastic experience this was.
I signed up for the online course because everything in my life was just too overwhelming. I was spiralling out of control; I had no control over my stress and anxiety. Before starting the course, I was unaware that the symptoms that I was presenting, “feeling panicky and sometimes out of control”, were signs of stress and anxiety. These were made clear when I commenced my online self-coaching course.
Whilst I was busy with the course, it never felt like I was doing an online system – the support I received from Rachel was excellent; she was with me all the way. It felt like she was physical with me holding my hand, readily available when I needed assistance and clarity
What have been some of the benefits or take-outs that I’ve gotten from the course:
The course helped me manage my stress and anxiety better
The system has brought peace to my life, I feel quietness on the inside, and I’m very calm
I can now understand my triggers and how to deal with them
The course made me realise that stress and anxiety are not something that I need to face on my own. There are people out there to support me.
I feel empowered and excited about my future
I have taken my life and the purpose I have in this life back
I highly recommend the course to anyone who wants to manage their stress and anxiety better and empower themselves. I’m overwhelmed with the changes I’m seeing in me.
I just want to thank you very much, Rachel, for this life-changing course. I wake up daily with a purpose and drive to do the things that I enjoy and love. Thank you for reintroducing me to my life again.
"This Is The Best Course I have Ever Done"
This is the best course I have ever done. I have learnt to positively acknowledge, recognise and use my emotions where appropriate. As human beings, we are created with motions which, in most cases, can be a hindrance if they are not adequately managed. L am now in a position to understand my emotions and control my feelings; I know what to do with my emotions. I know how to separate emotions from decision aking. My life is different.
"I wish I had Met Rachel 20 Years Ago"
It takes only one conversation with Rachel to realise how motivational and inspiring she is. Rachel can read people and situations immediately; therefore, able to give sound advice. Her workshops are full of life-changing practical solutions to our hectic work and personal life. Rachel leaves you feeling energised, positive and motivated. I highly recommend one take time to go out and attend one of Rachel's workshops. I only wish I had met Rachel 20 years ago! You won't regret talking with Rachel. Her inspiration gives you so much confidence. Go for it!
" My Life Has Transformed. I am More Focused and Alert"
Nekati, through her platform Just, Talk with Rachel, and her personal development programs, have been able to help a lot of people to understand their emotions and manage their thoughts. I have personally benefited from her teachings and seen my life transform for the better. I have become aware of my thoughts and emotions and have been able to change my behaviour and attitude towards life. Through the positive changes, I am more focused and alert and see results in everything I do. Undoubtedly, Mrs Nekati is committed to making a difference in other people's lives.
Trainer Profile
Leadership and Life Coach, PDA Analyst, My PDA Coach and Training Consultant
Rachel Nekati
Rachel Nekati is the Founder and CEO of Achievement Enterprises, now in its 18th year. She is an Author, Executive Coach, Training Consultant and Cognitive Behavioural Life Coach. As an experienced strategic and transformational leader and have held executive positions in large organizations spanning various sectors and industries.
She is currently professionally coaching Ministers, Permanent Secretaries, CEOs, and senior executives in the private and government sector. Her recent highlight has been the execution of Culture and Mindset Change Training for Botswana's Senior Officials and employees. She employs tools that examine employees and companies to improve teamwork and workplace productivity. In addition, she has successfully developed leadership training and interventions to improve skills in the workplace.
During her illustrious career, Ms Nekati held senior leadership positions in Standard Chartered Bank, Barclays Bank and DeBeers Botswana. Rachel obtained her Banking experience from Singapore, Kenya, Zimbabwe, Ghana, and Botswana. While at Barclays Bank, she steered the achievement of creating and centralizing the country's retail credit function through exceptional stakeholders' engagement at all levels. She also positioned Barclays Bank Botswana retail credit function to the top position in Africa during her tenure.
As a seasoned Entrepreneur, Business Consultant, BQA Accredited Trainer, Certified Personal Development Coach, and Certified Cognitive Behavioural Life Coach, Rachel has successfully established an Online Soft Skills Training Academy, the center of personal and professional development excellence. Rachel provides flexible and interactive online video-based courses that equip people with the much-needed skills and competencies to become their best versions.
Rachel has coached thousands of clients individually and in groups to improve their lives, weight, businesses, and careers. She has also created monthly Self Mastery Group Coaching Masterclasses for Adults and youth to help them become the best versions of themselves. In addition, she hosts Self-Mastery YouTube discussions called the Just Talk with Rachel and the Just Eat Intermittent Fasting Lifestyle Discussions.
Rachel is the Board HR Chairperson for Morupule Coal Mine and Botswana Innovation Hub, and previously she was the Board HR Chairperson at Water Utilities Corporation and Botswana Technology Centre. Rachel holds a Bachelor of Commerce Degree and a Diploma in Modern Applied Psychology. She is currently studying a Master of Science in Business Psychology at the University of East London, UK.
Rachel is driven by Passion; Purpose and Impact.