R500.00
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Learning Outcomes
| Apply service principles and standards to provide a WOW service |
| Deal with difficult situations and identify and solve problems relating to customers |
| Work effectively with others so that customer satisfaction is maintained and enhanced |
| Interact professionally with customers, serve with confidence and provide WOW experiences |
Description
The goal of a successful company is to have customer service that is not just the best, but legendary. This programme will equip learners with the necessary tools, techniques and skills to effectively deliver consistent, memorable, quality Customer experiences that fulfil your Company’s Brand. NQF Level 4
Outline
| 1. Introduction | |
| The Importance of Good Customer Care | |
| What does delivering Consistent, Memorable, Quality Customer Service mean? | |
| Defining Successful Service Outcomes | |
| The Service Experience | |
| Whose Job is it to Deliver Excellent Customer Service | |
| 2. Service Excellence Principles | |
| 3. Knowing and Understanding your Customers | |
| Motivations (Driving Forces) | |
| Needs (Basic Requirements) and Wants (Desires) | |
| Emotions and Behaviours | |
| 4. Preparing for your Performance as a Brand Ambassador | |
| Your Role / Part | |
| Task + Context | |
| Defining the Customer Experience | |
| Communication 101 (Body Language, Verbal and Telephone Etiquette) | |
| Evaluating and Using Customer Service Feedback | |
| 5. Understanding Communication Styles / Preferences to Improve Customer Interaction | |
| 6. Dealing with Challenging Situations | |
| Customer / Consumer Rights | |
| Effectively Dealing with Complaints | |
| Solving Customer Problems Successfully | |
| Service Recovery | |
| 7. Internal Customer Service | |
| Service Principles | |
| Internal Customer Satisfaction Process | |
| 8. Closing | |
| What is a 'Touch Point' and a 'Moment of Truth' | |
| Service Delivery Actions | |
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