EXCEPTIONAL CUSTOMER
DURATION: 3 DAYS
This is a programme designed to provide customer service executives with the skills needed to ensure excellent customer service delivery with the aim of building and maintaining customer loyalty.
OBJECTIVES
- To be aware of the value added by giving caring services
- To identify and demonstrate the basic elements of Customer Service
- To portray a positive image of their company to customers
- To identify and understand the characteristics and personality profile of customers
- To help communicate effectively
- To develop professional telephone and customer reception skills
- To introduce participants to the best practices in service delivery
- To handle challenging customers calmly and confidently
CONTENT
- Understanding customer Care
- Customer care skills, knowledge and attitudes
- Effective communication in a customer centered environment
- Creating and maintain a good professional image
- Telephone etiquette and customer reception skills
- Professional telephone behaviour
Target Audience
This course is targeted at front-line executives, customer service representatives, secretaries and anyone constantly in contact with customers, either face to face or over the phone.
