Excellence in Customer Service (Advanced)

Why Attend

In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Methodology

Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self-awareness exercises, exercises to practice some of the methods learned during the course, video clips and role-plays.

Course Objectives

By the end of the course, participants will be able to:

  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Target Competencies

  • Customer orientation
  • Self-confidence
  • Personal accountability
  • Persuading others
  • Empathic outlook
  • Emotional control

Location:

AATICD Campus or Online or Inhouse

Training Dates:

Course starts every Monday of every Week.

Course Fees:

To be sent via Proforma Invoice to your e-mail

Note: Please fill in the online application form on the left or bottom if this page to receive a quotation from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website http://www.aaticd.co.za

NB:

When filling the online application form; please take note of your desired Training Month, Duration in Weeks and Training Session. This will give us the exact dates you will be attending your classes.

Also note that Tuition Fees must be paid upfront on or before training start date. This is to ensure that all resources are made availabe for you before you start. You will not be allowed into training if fees are not paid and verified.

Also note that Tuition Fees Cancellations must be made 14 business working days before the starting date of training. This will allow us to do a 50% refund of the total amount paid. If cancellations are made thereafter note that no refund will be made to delegates.

Tuition Fees include teas and lunch as well as either a laptop or tablet which a delegate will take home free of charge.

Tuition Fee DOES NOT include Accommodation, Dinners and other Extra Curricular Activities or Incidentals. Delegates are expected to fund this on their own. AATICD will not be held accountable for any incidents to delegates.

In-House Trainings are also available for 10 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.


Course Outline

  • Definitions and concepts
    • Quotations on customer service
    • Service definitions
    • Quality service requirements
    • Some interesting numbers
    • Cost of bad customer service
    • Customer care foundations
    • Learning from the best
    • Additional comments about service
  • Internal customer service
    • Identifying internal and external customers
    • A final definition
    • Elements of service
    • Customer requirements
    • Foundation of great service people
    • The links in the service-profit chain
    • Internal customer service
  • Managing customer expectations
    • The Importance of customer expectations
    • Perceived service quality
    • What to say and what not to say
    • Calming upset customers
    • 12 tips for calming upset customers
    • Comments you should avoid
    • Managing customer expectations
    • ‘RATER’ in real life
    • The Service Quality (SQ) factors
    • Flying over customers’ rising expectations
    • The customer loyalty ladder
    • Role-plays and exercises on dealing with different personality styles
  • Effective communication skills for handling customers
    • Effective communication
    • Verbal communication with customers
    • Active listening
    • Effective listening skills
    • Phone etiquette
  • Professional behavior with customers
    • The power of behavior
    • Principles of effective behavior
    • How to behave professionally with the customer
    • History of communication
    • Interesting study
    • Interpreting non-verbal communication
    • The right behavior with the customer
    • The wrong behavior with the customer
    • Types of behavior
    • Assertive, passive and aggressive behavior
    • Verbal and non-verbal components of communication styles
  • Dealing with difficult customers
    • Dealing with different personality types
    • Typical customer personality types
    • Service recovery