| HANDLE DIFFICULT CUSTOMERS WITH EASE |
Customer Care is not a department, it’s an attitude
Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in the business focused on customer care and do they have the necessary skills and knowledge to care for your customer?
Customer service is critical to sustainable business success.
In today’s highly competitive business environment and strenuous economic circumstances where customers have a wide variety of choice, it is your level of customer service that can make the difference between success and failure. Tony Allessandro said “Being on par in terms of price and quality only gets you into the game. Service wins the game”.
The Customer Care is not a department, it’s an attitude workshop will guide you through the skills and techniques that everyone in the business need to continuously provide outstanding customer service. |
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OUR PRESENTER :: ELMARIE PRETORIUS
Front Foot courses are compiled and presented by subject matter experts and industry specialists to ensure the highest and most current standard of excellence in all our workshops and training |
| Ms Elmarie Pretorius obtained a BA degree in Communications from the University of Potchefstroom and started her career as Public Relations Officer for Toyota Marketing. She held various marketing positions and steadily climbed the corporate ladder. At the age of 34 she was appointed Managing Director of Primedia Publishing, a position she held for 3 years, before accepting the challenge of CEO of Cinemark.
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| After 21 successful years in the publicity, media and marketing industries Elmarie’s passion for business and people in particular has led her to apply her extensive experience to the designing and delivery of innovative business and people solutions through strategic training interventions. |
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| WHAT PREVIOUS DELEGATES SAY |
“Very enriching and comprehensive. It covered a lot that we overlook in the workplace. One is never too learned, you can be a professional but miss a lot – we learn every day.” – Pfizer Global Pharmaceuticals
“The presenter was very confident and friendly. It was interesting and fun.” – Bauer Geared Motors |
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| TRAINING METHODOLOGY |
| A highly motivational workshop Customer Care is not a department, it’s an attitude bridges the gap between knowing the importance of customer care to doing and implementing customer care on a daily basis. The first half of the workshop deals with the principles of customer care, the most important elements of service delivery according to customers, effective communication and listening skills as well as the new trends and innovations in customer care. The second part is devoted to the practical implementation of the theoretical knowledge. Here the workshop uses blended learning, taking the knowledge from the first part and then practising the skills, with face to face role-plays and mock telephone conversations dealing with conflict, anger management and difficult conversations. |
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| WHO SHOULD ATTEND |
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Managing Directors and CEOs |
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Marketing Managers |
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Sales Managers |
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Customer service managers and supervisors |
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Call centre managers and supervisors |
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Training managers |
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Everyone who works directly with customers |
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| ONE DAY WORKSHOP OUTLINE |
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1.
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The importance of customer service to sustained business success |
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What is excellent customer service? |
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Customer service principles to deliver exceptional customer service |
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Do’s of customer service |
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Most important elements of service delivery |
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Nothing is sweeter than your own name |
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Key competencies staff need for excellent customer service |
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What are the new trends in customer service? |
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4 C’s of customer needs |
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3 R’s for exceeding customer expectations |
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Rater principle and the customer pyramid |
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The 6 basic needs of customers |
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3.
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Effective Communication and listening skills |
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What is effective and successful communication |
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Verbal, written and non-verbal behaviours |
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The 7 top barriers to effective communication |
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How to listen actively |
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The importance of feedback and how to encourage feedback |
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How to use written communication effectively including e-mail |
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How to cam down an angry customer |
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How to have a difficult conversation |
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How to turn complaints into opportunities |
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4.
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Practical implementation – Role plays and mock telephone interactions |
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How to stay calm and rational when faced with an angry or difficult customer using the skills and techniques learned from the first session. |
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5.
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Face to face interaction with the customer |
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The importance of body language |
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Voice projection |
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Zero tolerance behaviour |
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