Overview

Customer Service starts the minute a customer calls or walks in the door. At that moment the customer experiences what is called a moment of truth. Understand fully what customer service means in relation to all our customers and recognize how our attitude affects customer service.

Objectives

• Explain what Customer Service means in relation to Internal & External Customers
• Recognise how one’s Attitude affects Service Standards
• Master ways to Develop & Maintain a positive, customer focused, attitude
• Develop techniques to better address Customers
• How to Improve ourselves in the process

Course Prerequisite

Read, Write & Understand English

Language of Delivery

English

Delivery Methods

Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.

Who should attend?

Everyone who deals with customers either face to face or telephonically

Duration

1 Day

Includes:

• Comprehensive Manual
• Lunch & Refreshments (not applicable to on-site training)
• Electronic Certificate (on successful completion of the course)
• Electronic Trainer Feedback Report
• Electronic Delegate Feedback Questionnaire

Course outline