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.
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
"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
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
“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.”
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
Lesson 7 : What is customer perception and why is it important?
Lesson 8 : Step 1- Looks at your service through the eyes of a customer
Lesson 9 : Step 2 - Treat each customer as special
Lesson 10 : Step 3 - Keep promises
Lesson 11 : Step 4 - Use problems as opportunities
Lesson 12 : Before you move on..
Lesson 13 : GAP Analysis
Lesson 14 : Understanding the GOOD
Lesson 15 : Understanding the ACCEPTABLE
Lesson 16 : Exercise - GAP Analysis
Lesson 17 : Debrief - GAP analysis: Small things make a big difference
Lesson 18 : Before you move on..
Lesson 19 : Understanding Customer Complaints and how to handle them
Lesson 20 : Step 1 - Listen
Lesson 21 : Step 2 - Thank
Lesson 22 : Step 3 - Apologise
Lesson 23 : Step 4 - Seek the best solution
Lesson 24 : Step 5 - Reach Agreement
Lesson 25 : Step 6 - Take quick action
Lesson 26 : Step 7 - Follow up
Lesson 27 : Before you move on...
Lesson 28 : Importance of Building a Personal Customer Brand
Lesson 29 : Tips of Building a Personal Brand
Lesson 30 : Course summary and conclusion
Lesson 31 : Your action plan and course review
Lesson 32 : Before you go...
Lesson 35 : Certification
Lesson 37 : Etiquette and Workplace Professionalism
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. ~ John Russell
“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
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.
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.
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.
When you enroll for the course, you will be able to study and review course material anywhere and anytime at your pace.
Do Not let this Opportunity Pass You By!
Limited Pre Order Price
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