"Do what you do so well that they will want to see it again and bring their friends." – Walt Disney

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“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson

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"The Contact Center Department Is A Key Value Creator In A Changing Economy."


The role of contact centers departments is shifting towards the center of the organization and value creation. Customer engagement, the customer experience, 'friction less' interactions and appropriate case handling is critical. Customer service quality  and the overall changing expectations of customers, have created an unprecedented momentum for change.


While a variety of elements go into creating a successful business, customer service is center-stage. 

Excellent  customer care  is critical to the success of any business. Without positive relationships with our customers 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 huge challenge for us to meet these demands.  

This course will help you evaluate your own 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 the relationship you currently have with your  customers and learn sustainable practices that consistently delights them. The aim is to create a stable and rewarding experience that makes customers want to return time and time again.

This training course is aimed at anyone who deals with both 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 is able to manage emotions while assisting difficult 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 experience in the customer service environment, makes my  training unique, practical and easy to understand.

I can confidently say customer service is my passion right from the time I started my career in the banking industry after varsity in 1997. My roles have always centered around Customer care and these include; 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 skills of customer service. 

As a leadership and Cognitive Behavioral Life Coach, I am able to 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


Make Exceeding Customer Expectation Your Business!

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referrals." - Rick Tate

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Course Outcomes

At the end of the course you will :

  • Define the Key Critical Competencies, Skills and Behaviours required for Contact Centre Employees

  • Understand the Critical and Important Success Factors in Successfully Executing Service in Contact Management

  • Understand Contact Center Management Information, Reports and the importance of adhering to Service Level Agreements

  • Learn Telephone Etiquette, Email Etiquette, Office Etiquette and the Professional way of using the Cellphones

  • Recognize the importance of customer perception and learn how to create a positive lasting impression with customers

  • Identify and take positive actions on the Good, Acceptable, Poor (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

  • 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

Invest Time Listening and Talking to Your Customers!

“Imagine your customer is your best friend — listen to their concerns, be a shoulder to lean on, and then shift the focus from what went wrong to how you can help make it right.”

Most customers have already done a lot of research before contacting a company, and when they finally reach out, they want their specific questions answered straight away. Acquire the skills now and exceed their exceptions.
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Course Content

  • 1

    Module 1 : Welcome to Customer Service Course

    • Lesson 1: Welcome and Introduction to Customer Service

    • Lesson 2: Learning objectives

    • Lesson 3: What is a customer?

    • Lesson 4: Why is customer service important?

    • Lesson 5: How to manage our emotions; 'remain in the pool'?

    • Lesson 6: Your personal expectation and goals
  • 2

    Module 2 : Contact Centre Management

    • Lesson 7: What is a Contact Center?

    • Lesson 8: Why is a Contact Center important in the success of an organization?

    • Lesson 9: Critical Behaviors and Competencies required in customer service

    • Lesson 10: Telephone Etiquette and best industry service level practice

    • Lesson 11: Cellphone Etiquette and best industry advice

    • Lesson 12: Email Etiquette and best industry service level practice

    • Lesson 13 : Before you move on....
  • 3

    Module 3 : Improving Customer Perception

    • Lesson 14: What is customer perception and why is it important?

    • Lesson 15: Step 1- Looks at your service through the eyes of a customer

    • Lesson 18: Step 2 - Treat each customer as special

    • Lesson 19: Step 3 - Keep promises

    • Lesson 20: Step 4 - Use problems as opportunities

    • Lesson 21: Before you move on..
  • 4

    Module 4 : Spotting the 'GAP' Technique in Customer Service

    • Lesson 22: GAP Analysis

    • Lesson 23: Understanding the GOOD

    • Lesson 24: Understanding the ACCEPTABLE

    • Lesson 25: Exercise - GAP Analysis

    • Lesson 26: Debrief - GAP analysis: Small things make a big difference

    • Lesson 27: Before you move on..
  • 5

    Module 5 : Handling Customer Complaints

    • Lesson 28: Understanding Customer Complaints and how to handle them

    • Lesson 29: Step 1 - Listen

    • Lesson 30: Step 2 - Thank

    • Lesson 31: Step 3 - Apologise

    • Lesson 32: Step 4 - Seek the best solution

    • Lesson 33: Step 5 - Reach Agreement

    • Lesson 34: Step 6 - Take quick action

    • Lesson 35: Step 7 - Follow up

    • Lesson 36: Before you move on...
  • 6

    Module 6 : People Buy People Not Products

    • Lesson 37: Importance of Building a Personal Customer Brand

    • Lesson 38: Tips of Building a Personal Brand

    • Lesson 39: Course summary and conclusion

    • Lesson 40: Your action plan and course review

    • Lesson 41: Before you go...

    • Lesson 42: Certification

Make Customer Satisfaction and Feedback Your Priority

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell

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Feedback from others about this Course

 “The course taught me how to handle people of different personalities." - Mary Johnson

“The course helped me to control my emotions." - Portia Modise

“The facilitator was always engaging and made sure we all understand everything clearly." - Adrian Adams.

“I have learnt a lot about the importance  of  handling customer 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 in relation to the issues that have been lying in my blind spots in my life." – Lebo Motsumi 

Customer Service is not a Department, it is the entire Company!

Throughout my 23 years experience in customer service, I came to appreciate that delighting a customer is everyone's responsibility. It doesn’t matter whether the interaction was with a customer service representative, technical support, or the CEO. A positive attitude, helpfulness and accuracy go a long way in making a customer feel valued – no matter where in the company the support is coming from.

Look at the situation from the customer’s perspective. The goal is not to wear them down or impress them with your smart policies and processes. The goal is to solve the problem and make things right. Let me teach you how!
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Testimonials

"Rachel is a river that shares knowledge to help others improve their lives, not a reservoir that hoards knowledge"

By: Manana Tshoagong (Publishing Director at Medi "Roots" Publishing)

The Rachel Nekati that I know impacts the world in a very special way. Rachel is a river that shares knowledge to help others improve their lives, not a reservoir that hoards knowledge. A real leader who knows the way, shows the way 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"

By: Ruth Maphorisa (Director of The Drive PTY LTD)

I am happy to recommend Rachel Nekati as a Coach and Trainer. I first met Rachel back in 2010 delivering a course of Emotional Intelligence and her impactful delivery has greatly contributed to who I am today. I have known Rachel as a Transformational Leader who has always lead by example. One of the greatest strengths Rachel has is that of 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 since 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"

by Pascaline Sefawe - Deputy CEO

I have known Rachel Nekati for over 20 years. I met her at the University of Botswana in 1992 when we stared our BCom degree. I found Rachel to be very energetic and very committed to her school work. We used to study together and was always amazed by her quest to success, especially at Such a young age. Our relationship continued building through out university and the highlight of that was when she started her training business. She did training for me and my team on emotional intelligence. This training changed my life and the way I do things in life. I became more self aware and self motivated. Rachel made a huge impact on me and my team and to this day I thank her. Rachel later introduced me to the IF lifestyle, an amazing lifestyle which I have adopted since 2018. Rachel is has been my IF coach since then and has had a very positive impact in the way I relate with food. I have been successful in my weight loss because of her great coaching and teaching skills. In summary Rachel has passion for teaching, she is very focused and committed. She puts all the effort in 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"

Thobo Moleko - DMSS

Rachel coached me on Supervisory and Management Program and I would like to say the reason I am where I am is because of her training. It has been mind opening and has asserted me to become a better leader to 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"

Annah Lewanika - Senior Programme Officer - Special Needs. Botswana Examinations Council

I recommend Rachel Nekati as a trainer for Managing thoughts, emotions and behavior. I have known Rachel Nekati for several years now both 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 is quick to assess the needs of her students 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"

Kefilwe Kebafetotse - Public Relations and Communications Manager - Air Botswana

I had a great pleasure in being a participant in one of the Corporate training sessions facilitated by Mrs. Rachel Nekati. I was personally impressed by her diverse knowledge in organizational development, communication and effective teamwork. In training the Executive Management, Rachel used reflective practical training methods and excellent interpersonal skills to deliver content which was enjoyable and beneficial to leadership. I highly recommend her for an opportunity she endeavors to pursue. She is a true gem.

" I have Become A New Person With Integrity, Focus, Confidence and Direction"

Kesego Goabaone Shashane - Site Supervisor - DMSS

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 principles that I carry every single day. Since your training i have become a new person with goals and direction, confidence and integrity. I will forever be grateful

"I Use Rachel's Teachings In My Demanding and Stressful Job Every Day"

Dr T. Machacha - Hospital Superintendent - Princess Marina Hospital.

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"

Phasi Masalila - Corporate & Public Relations Manager Kwa Nokeng Oil

It is with great pleasure to share this recommendation for Rachel Nekati as trainer: -She is very passionate in all what she does, stays focused and ensure she gets the best results. -Very good talking and listening skills and always pays attention to details. - Enjoys mentoring, tutoring and she walks the talk. - Confident and believe in herself. - Rachel is such a hard worker and supportive. - Always willing to learn more and she appreciates good results. In summary I would say 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"

Merrilyn Cathy Thuso - Operations Manager DMSS

Having Rachel as my coach was one of the best things that happened to me last year. Her course changed my 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 organized, planned for my day the day before and that helped me to be more productive at work and life in general ( I actually feel overwhelmed if I dont do that now). My behaviour changed too, I used to feel I am entitled to how I feel (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 got see the importance of the golden rule - put yourself in someone's shoes, do to others what you would like them to do to you. I learned alot from Rachel and I am grateful for the training I received from her.🙂

Testimonials

"Leaders have energy, Leaders are multipliers, Leaders have patience, Leaders are self motivated and they motivate, this describes Rachel"

Neo Bogatsu - CEO - Botswana Insurance Fund Management (BIFM)

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 practiced and nurtured…for Rachel understands what personal growth means, what personal leadership means, that without internalizing these you cannot grow others, you cannot influence, you cannot lead… Rachel has this amazing ability to motivate and help others grow, to influence in a positive way, to build and nurture, she derives joy, happiness from seeing others grow and prosper…..As they say, its what makes her “tick”  

" A powerful soothing injection "

Angelina Ramogobya - Chika - Snr. Assistant Commissioner of Botswana Prisons

I've learned life changing lessons from this empowering program. I came to realize that we sometimes exaggerate and make small issues in to big things which causes us unnecessary stress. I feel so 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"

Malebogo Busang - Creative Director

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 protects and has personally steered my Creative Mind and empowered me to make my passion a sustainable way of life. I take pride in the fact that in the process of engaging with her excellent service, I am now able to articulate my dream with a clear vision, confidence and direction, a skill i found rather complex and unachiveable prior to engaging with Rachel.  My heartfelt and sincere 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"

by Martha Baker

The course was practical and exceeded my expectations. The facilitator is very engaging and has vast knowledge of the content and impermeable experience with her facilitation. It enabled a practical and helpful break though in my life.

"I wish I did this course sooner"

Rumbi Chonyera - Civil Engineer

I took this course aiming to empower, inspire and motivate myself moreover Rachel exceeded my expectations. The Course was easy to follow, descriptive and highly interactive. I wish I did it sooner, anyone who wants to effect a positive change in themselves should gift themselves this program.

"I Feel Empowered and Excited About My Future"

- Hlengiwe Faku - CBT Life Coach and Training Consultant

I’ve just finished my stress and anxiety on-line self- coaching course by Rachel Nekati and Achievement Enterprises and what an amazing experience this was. I signed up for the on-line course because everything in my life was just too overwhelming. I was spiraling out of control; I had no control over my stress and anxiety. Prior to starting the course, I was not aware that the symptoms that I was presenting with “feeling panicky and sometimes out of control” were signs of stress and anxiety. These were made clear to me when I commenced with my on-line self- coaching course. Whilst I was busy with the course, it never felt like I was doing an on-line course – the support that I received from Rachel was amazing, she was with me all the way. It felt like she was physically 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 course has brought peace in 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 is 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 will highly recommend the course to anyone who wants to manage their stress and anxiety better and empower themselves. I’m really amazed and overwhelmed with the changes that I’m seeing in me. I just want to say, thank you very much Rachel for this life changing course. I wake up every day having 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"

Obusitse Mongatane - Snr. Training Coordinator - Central Transport Organization

This is the best course I have ever done. I have learnt to acknowledge, recognise and use my emotions where appropriate on a positive way. As human beings we are created with emotions which in most cases can be a hindrance if they are not properly 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 making. My life is different.

"I wish I had Met Rachel 20 Years Ago"

- Allison La Grange - DMSS

It takes only one conversation with Rachel to realise how motivational and inspiring she is. Rachel has the ability to 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 to take time to out and attend one of Rachel's workshops. I only wish I had met Rachel 20 years ago! You wont regret talking with Rachel her inspiration gives you so much confidence. Go for it!

" My Life Has Transformed. I am More Focused and Alert"

Samantha Matlhagela - Manager Card Products and Etiquette Coach

Nekati through her platform Just Talk with Rachel and her personal development programs has been able to help a lot of people to understand their emotions and manage their thoughts. I have personally benefited from her teachings and I have seen my life transform for the better. I have become aware of my thoughts and emotions and have been able to change my behavior and attitude towards life. Through the positive changes, I am more focused, alert and see results in everything I do.. There is no doubt that Mrs Nekati is committed to making a difference in the lives of other people.

Why our Achievement Enterprises Online Training?

  • Discussion Forums

    Within each lesson in the course, there is a discussions feature which allows you to chat and ask questions which will be answered directly by the facilitator. This is a great opportunity to reflect on the course material and other valuable learning.

  • Customer Care Community

    You will belong to the Customer Care Community. In this community you can create posts, make comments on existing posts and follow threads you are interested in.

  • Flexibility

    When you enroll for the course, you will be able to study and review course material anywhere and anytime at your pace.

Pricing

Do Not let this Opportunity Pass You By!

Trainer Profile

Author. Trainer. Coach

Rachel Nekati

Dr. Rachel Nekati is a distinguished professional renowned for her multifaceted expertise and impactful leadership in executive coaching, training consultancy, and cognitive behavioural life coaching. With a career spanning over two decades, Dr. Nekati is the esteemed founder and CEO of Achievement Enterprises, a prominent entity now celebrating its 19th year of operation. As an accomplished author, executive coach, and training consultant, Dr. Nekati's influential work has transcended borders and industries. Leveraging her extensive experience as a strategic and transformational leader, she has held executive positions within significant organisations across diverse sectors. As a Mindset Change Ambassador, Dr. Nekati has mentored top-tier individuals, including ministers, permanent secretaries, CEOs, and senior executives in the public and private sectors. Notably, she spearheaded the execution of Culture and Mindset Change Training for Botswana's Senior Officials and employees, marking a pivotal moment in her career trajectory. Dr. Nekati is renowned for her bestselling book, "Just Shift: Self Mastery Guide to Mindset Change," which serves as a cornerstone in aiding individuals in developing a growth mindset, enhancing teamwork dynamics, and boosting workplace productivity. With an illustrious background encompassing senior leadership roles in esteemed organisations such as Standard Chartered Bank, Barclays Bank, and DeBeers Botswana, Dr. Nekati brings a wealth of expertise garnered from international banking experiences in Singapore, Kenya, Zimbabwe, Ghana, and her native Botswana. Noteworthy achievements include her instrumental role in centralising and elevating Barclays Bank Botswana's retail credit function to a top-ranking position within Africa. As a seasoned entrepreneur and certified professional in personal development and cognitive behavioural life coaching, Dr Nekati has established an Online Soft Skills Training Academy, serving as a beacon of excellence in personal and professional development. She empowers individuals with the skills and competencies necessary for personal growth and professional success through flexible and interactive online video-based courses. Driven by a profound commitment to making a positive impact, Dr Nekati has coached thousands of clients individually and in groups, guiding them toward transformative mindset shifts in areas ranging from leadership and business management to general well-being. She has further expanded her reach by creating Self-Mastery Coaching Masterclasses for Adults and Youths and hosting the esteemed Self-Mastery YouTube Channel, "Just Talk with Rachel," which focuses on issues of mindset change and well-being. Beyond her professional endeavours, Dr Nekati serves as the Board HR Chairperson for Morupule Coal Mine and Botswana Digital Innovation Hub, with prior roles including Board HR Chairperson at Water Utilities Corporation and Botswana Technology Centre. Her academic credentials include a PhD in Cognitive Psychology and Neuroscience from the USA, an MSc in Business and Organizational Psychology from the UK, and a Bachelor of Commerce Degree from the University of Botswana, complemented by numerous psychology accreditations. As a published author of three books, including "Just Shift: Self Mastery Guide to Mindset Change," "Mindset Change Simplified Series," and "Just Eat Intermittent Fasting Lifestyle," Dr. Nekati continues to inspire others through her unwavering dedication to capacitating and helping people be happier and become the best versions of themselves, fostering a culture of personal growth, resilience, and fulfilment. Driven by her enduring values of Passion, Purpose, and Impact, Dr Rachel Nekati continues to inspire and empower individuals and organisations alike on their journey towards greatness.

Payment Frequently Asked Questions

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    Yes, Click a "Pay with Visa/ Mastercard" Button then feel free to use your Card

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    *Account Name : Achievement Enterprises *Bank: First National Bank *Branch: Riverwalk *Branch code: 285267 *Account Number: 622 487 102 55 *Reference: Your Full Names and Name Of Coaching Package

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    Send us an email and your payment confirmation to : [email protected] and we will help you

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    You will access your program immediately upon payment

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    *Recipient : Cheryl Larona Nekati *City: Gaborone *Country : Botswana

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    Email Your Payment Confirmation to : [email protected] or Whatsapp Your Payment Confirmation with Your Full Names to : +267 71303378

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Course Reviews

Achievement Enterprises

'Excellence In Achieving'

About Us

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 produces excellent results. We endeavor to create and build a knowledge based economy through our innovative interventions and adapting our approach to meet the needs of our customers.
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