Customer Service

Customer service is a mindset. It’s about solving problems, being action oriented, it’s about making decisions and communicating effectively. It’s not just smiling and greeting the customer.

Our Customer Service Programme provides participants with a unique way to be successful. That for every customer interaction it is within their control to be successful. The course will examine these interactions from 5 core perspectives:

Living a customer service approach
Understanding how your own behavior affects the behavior of others
Demonstrating confidence and skills as a problem solver
Applying techniques to deal with difficult customers
Making a choice to provide customer service

Programme Structure

Duration: 1.5 – 2 days

Participants: 10 to 25 pax

Objectives: Understand that Customer Service is a mindset. It is within our ability to deliver exemplary service every time.

Overview: Participants will realign their belief system to achieve better results. They will learn enhanced NLP communication and Emotional Intelligence techniques to better control the outcome of all situations.

Learning Outcome

By the completion of the Customer Service Programme, participants will be able to:

Express the concept and value of providing quality customer service.
Define the role and responsibilities of a service provider.
Develop and demonstrate effective face to face interaction with customers through effective communication
Manage time and prioritize work to serve clients more efficiently
Effectively manage clients expectations and build loyalty through difficult situations
Express and demonstrate a professional image consistent with the image of the organization
Reevaluate their belief system that influences Exceptional Service Culture.
Clearly identify the Responsibilities of a Service Provider
Manage their state to control any situation
Listen and not hear
Exceed expectations as a mindset