Superior customer service
With so much competition in the modern workplace, providing exceptional customer service is no longer an added benefit - it's a necessity!
The programme will equip your employees with the following information and abilities:
• An overview of the concepts and characteristics of Customer Care
• Use voice tone to build strong rapport
• Telephone Etiquette
• Email Etiquette
• The concept and importance of exceptional customer service
• Product knowledge and positioning
• Different personality types and how they interact.
• What is good customer service: characteristics and behavioural styles.
• Why do people behave badly.
• Conflict and Customer Care
• Adopting effective communication styles.
• The step process to handling conflict interaction.
• Problem Solving
• Developing a Positive Personal Attitude.
• How to effectively resolve conflict situations.
• Distinguish between Passive, Aggressive and Assertive behaviour and how to be assertive.
• Understand how language and body language impacts on good Customer Service.
Time: 09:00 - 16:00
Venue: FloraCliff