customer service training courses in south africa | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-courses-in-south-africa/ Accredited Africa Training Institute for Capacity Development - Providing International Training Courses in South Africa Wed, 23 Oct 2019 14:14:53 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.4 https://i0.wp.com/www.aaticd.co.za/wp-content/uploads/2022/12/cropped-Accredited-Africa-Training-Institute-for-Capacity-Development-1.png?fit=32%2C32&ssl=1 customer service training courses in south africa | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-courses-in-south-africa/ 32 32 121582049 Customer Satisfaction and Loyalty https://www.aaticd.co.za/course/customer-satisfaction-and-loyalty/ Wed, 23 Oct 2019 14:14:53 +0000 http://aaticd.co.za/?post_type=course&p=1869 Why Attend This course fits comfortably between two categories: customer service and marketing. Have you ever wondered what makes some organizations shine in the hearts and minds of customers, achieve the highest levels of customer delight and at the same time generate record profits? In this course, we blend customer service and marketing to give […]

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]]> Why Attend

This course fits comfortably between two categories: customer service and marketing. Have you ever wondered what makes some organizations shine in the hearts and minds of customers, achieve the highest levels of customer delight and at the same time generate record profits? In this course, we blend customer service and marketing to give practical insight into the workings of such successful organizations. We cover concepts such as customer satisfaction and loyalty, customer segmentation, profitability, customer satisfaction surveys, customer value proposition, and loyalty schemes, to help you create a roadmap that will take your organization to new heights.

Course Methodology

This course relies on presentations by the consultant followed by written or oral questions as well as case studies and analysis of real industry examples, application exercises to practice the concepts acquired and the development by participants of survey questionnaires in addition to other group presentations and exercises.

Course Objectives

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

  • Explain customer satisfaction, retention, and loyalty and measure them in a meaningful and systematic way
  • Defend the use of a profitability dimension to any customer loyalty strategy
  • Arrange, plan and manage impactful customer satisfaction surveys
  • Define customer segments, profiles, and models for maximum strategic as well as the tactical impact
  • Create ‘customer value propositions’ that work
  • Develop effective loyalty schemes: know what to avoid and how to improve them

Target Audience

All marketing staff at any level in the organization, Customer Relationship Management (CRM) departments, market research, loyalty scheme managers and supervisors, product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision-maker, department head or supervisor.

Target Competencies

  • Customer orientation
  • Balanced decision making
  • Results orientation
  • Understanding a prospect’s motivation
  • Integrative ability
  • Problem and situation analysis

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]]> 1869 The Customer Complaint System: A Tool for Customer Service Improvement https://www.aaticd.co.za/course/the-customer-complaint-system-a-tool-for-customer-service-improvement/ Fri, 04 Oct 2019 07:15:06 +0000 http://aaticd.co.za/?post_type=course&p=1730 Why Attend This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system’s or procedural aspect related to how the organization should process a complaint, every step of the way, from the […]

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]]> Why Attend

This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system’s or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through in terms of cultural development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

Course Methodology

In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role-plays.

Course Objectives

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

  • Defend the vital role of a customer complaints management system in enhancing organizational performance
  • Demonstrate how a properly trained employee handles, step-by-step, complaining customers gain their confidence and gratitude and secures their satisfaction
  • Implement a customer feedback system that will maximize customer satisfaction and retention
  • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
  • Formulate relevant key performance indicators to assess and audit compliant systems

Target Audience

Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

Target Competencies

  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgment
  • Organized workplace
  • Quality orientation

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