Customer Care & Service Excellence

THREE-DAY SKILLS PROGRAMME ON:
CUSTOMER CARE AND SERVICE EXCELLENCE
(Apply client service techniques to improve service delivery)
Accredited with PSeta-Aligned to US: 120310, NQF5,6 credits 

COURSE OBJECTIVES:

Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organisation. This skills programme explains why attention to detail is a key to success and a mark of real professionalism in any job. Learners also learn to evaluate their own experience and responsibilities as customers – preparing them to identify with and ensure cooperation from those served. Learners will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers, and more.
This course is intended for elected political leaders and Public sector officials involved with the service delivery activities that require use of public assets to render services to the communities

COURSE OUTLINE:
Session One
Superior customer service – definition and evaluation;
Becoming customer centered – mediocre, zero or serious effort;
Analyse the relationship between service communication and client behavior characteristics;
Customer psychology;
Critical impact moments.

Session Two
Customer care checklist;
Apply client service techniques;
Interpersonal effectiveness;
Non-verbal impactors;
Corporate and personal image;
Body language – posture, eye-contact, gestures;

Session Three
Verbal impactors – GAFSG
Reactive vs. proactive language
Critical service dimensions
Listening techniques – active vs. passive listening
Apply client service to high-risk customer relations

Session Four
Apply professional conduct in service provision
Role playing – video-recorded interaction between client and service agent
Observation and evaluation
Assignments

Session Five
Effective vocal usage – flexibility and clarity    
Resonance and articulation
Practical exercises

Session Six
Assertiveness vs. Aggression
Creative problem solving
Shining in difficult situations and handling irate clients
Role playing – observation and evaluation

Session Seven
The peak performance programme
Securing mental attitude
The six characteristics of a solidly positive mental attitude
Questions and closure

COURSE OUTCOMES:

  • Analysing the relationship between service communication and client behavior and characteristics;
  • Applying client service techniques;
  • Applying client techniques to high-risk customer relations;
  • Applying professional conduct in service provision.

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Course Details

Course Start Date 16 Oct 2017, 8:00 am
Course End Date 18 Oct 2017, 4:00 pm
Price Per Person (ex VAT) R4,960.53
Unit Standards 120310
NQF 5
Credits 6
Location Arcadia Hotel
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