Front-line excellence

Africa> Southern Africa, South Africa

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Front-line excellence

Attend this course and learn where customer excellence starts, internal versus external customers, knowing your company, why customer care is important etc.

Several phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer...

How does the person manning the front desk of your office or business handle several people simultaneously with professionalism and poise?
What message does your customer receive – one of chaos or one of professionalism?

This fast-paced course is specifically designed to answer these and other important questions.

Who should attend?
Any person who is responsible for your company's first impressions.

What will they learn?
Where customer excellence starts
Internal versus external customers
Knowing my company
Why customer care is important
Meeting and exceeding customer expectations
The communication jungle: Understanding different communication styles

Excellent telephone skills
What are ‘good' telephone techniques and what do callers expect?
How are first impressions created?
Its not what you say, its how you say it : Voice, tone and body language

Using positive language to create the right impression and manage expectations

Doing the right things right
Call response time
Putting callers on hold
Transfer of calls
Dealing with visitors
Taking messages

Handling difficult people and situations
How to deal with manipulation, criticism and complaints
Taming the time monster: Learning to say “no” assertively

How to deal with anger and conflict
Asking the right questions
Active listening
Summarising and clarifying

Plans for tomorrow
Putting it all together
Action plan

Venue

Date: 02 April 2008
Location: Mercure Randburg, Johannesburg
Cost: R2450

Contact: Zune
Company name: The Peer Group
Telephone number: 011 787 6781
Email address zune@peergroup.co.za