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.
At the end of the course you will :
Understand and appreciate the importance of customer care for both you and the customer
Recognize the importance of customer perception and learn how to create a positive lasting impression with customers
Be aware of how you are perceived by your customers and have a plan of actions to improve
Identify and take positive actions on the 'G.A.P' in your customer service
Identify the usually considered ‘little things’ that affect customers perception and have a plan of actions to rectify them
Learn the importance of controlling and managing emotions when assisting difficult customers
Understand and appreciate the difference between transactional and relational customer service
Learn how to apply 'E.E.C' approach in the sandwich feedback model and apply when giving feedback
Learn how to handle difficult, dissatisfied customers and successfully apply the seven steps of handling customer complaints
Understand the importance of establishing personal customer brand and learn how to consistently deliver exceptional service that delights customers
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
“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
Expert Professional Qualified Training Consultants
'Excellence In Achieving'