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 behavioral 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 behavior and how to be assertive.
• Understand how language and body language impacts on good customer service.
Time: 09:00 - 15:00
Venue: Hole In One Conference Centre, Johannesburg