CUSTOMER SERVICE

Duration:  2 Days

Overview

“The purpose of business is to create and keep a customer,” Peter Drucker, the legendary management guru, once said.  The future of the company may be uncertain, but not everything will change. Keeping customers happy will continue to be a mission critical task of your organisation”.  Investing in customer service training will help your organisation to acquire new customers, by simply building strong excellence that is aligned to your business model. Find out more from this course how to align your business model to become a client centric organisation.

What to Expect from the Course?

• Understanding the basic needs and expectations of customers
• Aligning Customer Service with your Business Model
• How do we communicate with customers: Building rapport; listening skills, Protocol and Transactional Analysis
• Distinction between internal and external customers
• How to Identify your customers’ needs
• Building a culture of Excellent Service
• Understanding Conflict Management Styles
• How to deal with difficult customers
• Techniques and tools of how to connect with your clients

Who should attend?

• Front Line Teams
• All employees

NB:  The course can be customised to meet different levels of the organisation