Customer Service Development Training.
Training by
Stepwise International Training Services
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Details
The introduction to customer service is a two-day course that equips delegates with the full spectrum of basics to deliver customer service excellence.
Through theoretical study, games, activities and role-plays, attendees will gain the skills necessary to impress customers and teams alike. It has been identified that there are generally a mix of skillsets and confidence levels amongst delegates. Hence, by introducing the stepwise “way” of great customer service, we provide participants with the skills and empowerment to deliver it both as an individual and as a team. To achieve this, the course will strike an intricate balance between the skills, attitude and group work required to create a great customer experience. The workshop material will be a unique combination of behavioural theory, industry best practice, interaction and trial.
At stepwise we believe that each learning opportunity must support bringing life to the future vision of an organisation and enhance its customer service. We utilise a company’s values; these words are translated into the projected personality of all employees’ service delivery – both internally and externally. It is recommended that the learning environment be highly interactive and encourage delegates to work together and create the service framework that turns these value words into actions
Through theoretical study, games, activities and role-plays, attendees will gain the skills necessary to impress customers and teams alike. It has been identified that there are generally a mix of skillsets and confidence levels amongst delegates. Hence, by introducing the stepwise “way” of great customer service, we provide participants with the skills and empowerment to deliver it both as an individual and as a team. To achieve this, the course will strike an intricate balance between the skills, attitude and group work required to create a great customer experience. The workshop material will be a unique combination of behavioural theory, industry best practice, interaction and trial.
At stepwise we believe that each learning opportunity must support bringing life to the future vision of an organisation and enhance its customer service. We utilise a company’s values; these words are translated into the projected personality of all employees’ service delivery – both internally and externally. It is recommended that the learning environment be highly interactive and encourage delegates to work together and create the service framework that turns these value words into actions
Outline
• Customer: emotional and practical needs
• What is customer service excellence?
• The impact of poor and good service
• Communicating Believably and Building Trust
• The skills required to deliver service excellence
• Assertive communication
• Mindsets for service success
• Advanced Language Skills
• Recognising Customer Preferences and Adapting Accordingly
• Active Listening Skills
• Questioning Techniques
• Confidence in Body Language
• Call handling, email & letter writing etiquette
• Going the extra mile
• Dealing with difficult situations
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Our drive is to transform the customer service offered by African companies to one that aligns with a global marketplace and stands out for its excellence. We offer clients the opportunity to be part of a new dimension in training and development; one that is second to none and takes professionals to a new level. As a values-based company, we believe that our values define us, shape our training material and keep us on the path to delivering on our brand promise. Our desire is to ensure that customers are cared for and respected by service teams that are equipped with the necessary skills and empowered to do the right thing.
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