Customer Service Programme:

Customer service is one of the most important functions of an organization.  Are you aware that how you treat your employees will be how they treat the customer?  Each customer deals with you for different reasons, your challenge is to keep them.  9% of customers will always be unhappy.  68% of your customers will leave and never come back because of a perception of poor treatment.

Who should attend?

Anyone who deals with internal or external customers

Persons who interact with others

Persons who are on the front lines

All employees and managers

You will learn the following:

#         The 10 commandments of Customer Service

#         Using our behaviours to communicate our messages

#         Verbal, non-verbal and visual, using all three to be the best communicator

#         The four conflict behaviours identified using DiSC*

#        How to speak to others while in conflict

#        Are we really listening, develop a personal listening assessment

#         Dealing with the customer over the phone and E-mail

#         Tips to communicate with a smile

#         Treating the customer like the customer, not a problem

#         The 9 step process when working with a difficult situation

#         Accepting the responsibility of servicing a customer in a fast paced environment

#         Creating an action plan to build the best customer service centre possible

* DiSC is optional; another instrument will be used if DiSC is not chosen.

.