Customer care/client service
The purpose of this course is to provide individuals with the necessary knowledge and skills that will enable them to serve the public in a professional manner.
This is a Service Seta accredited course.
Basic Framework:
o The employees role as image builders
o Rights and expectations of the client
o Professional interpersonal behavior
o Know your own temperament
o Professional communication
o Why people misunderstand each other
o Communication barriers
o How to improve your communication skills
o Body language
o The importance of eye contact
o The issue of trust
o Physical appearance
o Handle and resolve conflict
o Dealing with difficult people
o What people want to experience on the telephone
o Prerequisites for good telephone etiquette
o Improving your listening skills
o Leaving messages
o Taking messages
o Assertiveness on the telephone
o Security of the phone
o General telephone etiquette and manners
o Characteristics of an excellent employee
o Practical application
Venue: Ogilvy's Lodge & Conference Centre, Midrand
Cost: R 2,800 (Excl VAT ) - Group discount available