Customer Service: Back to Basics

Customer Service: Back to Basics

Overview

Understand fully what customer service means in relation to all our customers and recognize how our attitude affects customer service.  We will focus on how we can serve our customers better and improve ourselves in the process.

Course Outline

This course consists of 3 Modules
Module 1Understanding the Importance of Customer Service
What is Customer Service?
Who is the Customer?
Customer Needs and Expectations
What all links to Customer Service?
  • Personal Attributes

  • Self-Awareness and Self-Esteem

  • Personal Hygiene

  • Professional Appearance (Dress Code & Grooming)

  • Managing your Work Hours

  • Positive Work Attitude

  • Good Manners & Basic Office Etiquette

  • Commitment & Strong Work Ethic
Module 2Excellent Communication Skills
Assertiveness
Listening & Hearing
How to Greet?
The Art of Small Talk
Dealing with Unhappy Customers
Handling Customer Complaints
Body Language
Module 3Telephone Courtesy
Value of Teamwork
Accountability & Responsibility
Value of Communication
Staying Motivated

Customer Service for Drivers, Delivery People & General Workers

Who should attend?

Everyone who deals with customers (internal or external)

Course Prerequisite

None.

Duration

1 Day

Cost

R1 595,00 (excl. VAT)

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
Download Course Information

Customer Service: Back to Basics

Course Schedule

View the available course dates