customer service training ideas | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-ideas/ Accredited Africa Training Institute for Capacity Development - Providing International Training Courses in South Africa Thu, 07 Nov 2019 11:13:38 +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 ideas | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-ideas/ 32 32 121582049 Customer Service Workshop https://www.aaticd.co.za/course/customer-service-workshop/ Thu, 07 Nov 2019 11:13:38 +0000 http://aaticd.co.za/?post_type=course&p=1921 Why Attend In this course, we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected […]

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In this course, we focus extensively on the behavioral, social and interactive aspects of customer service. The course starts with definitions and discussions about the importance of good service, about what customers expect and about the ability of anyone to mold their own behavior. Next, we dissect the elements of the image projected by the person interacting with the customer and we bring it all back to learn how to behave professionally in any situation. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.

Course Methodology

In the first phase of the course a variety of methods such as case studies, self-awareness questionnaires, and exercises that help participants apply some of the customer service tools discussed, as well as some video clips will be used. In the latter part of the course, participants will role-play gradually more challenging scenarios. These will be videotaped, reviewed and discussed in order to maximize the learning process and develop participants’ self-confidence in their own ability to handle difficult situations professionally.

Course Objectives

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

  • Explain the importance of superior customer service in any situation and in any environment
  • Use tried and true communication techniques to maximize their overall effectiveness
  • Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
  • Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
  • Apply practical methods to turn upset customers around, win their thanks and gain their respect

Target Audience

Employees at any level of any organization who deal directly with customers, whether internal or external and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job.

Target Competencies

  • Customer orientation
  • Emotional control
  • Empathetic outlook
  • Flexibility
  • People reading
  • Self-management
  • Role awareness

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]]> 1921 Customer Service Professional https://www.aaticd.co.za/course/customer-service-professional/ Thu, 03 Oct 2019 09:35:32 +0000 http://aaticd.co.za/?post_type=course&p=1717 Why Attend Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This certified course will cover everything from the most appropriate behavior and communication with customers, to tools […]

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]]> Why Attend

Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. This certified course will cover everything from the most appropriate behavior and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Course Methodology

This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role-plays, exercises, video clips and more.

Course Objectives

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

  • Define customer service and break it down to its most basic dimensions
  • Explain the critical link between ‘attitude’ and ‘technique’ in order to consistently deliver an excellent level of service
  • Use a variety of tools such as ‘gap analysis’ and ‘RATER’ to provide a level of service that is second to none
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Discuss and practice the techniques of effective communication skills with customers

Target Audience

Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

  • Communicating with customers
  • Customer orientation
  • Emotional control
  • Empathic outlook
  • Flexibility
  • Reading people
  • Self-confidence

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