customer service training port elizabeth | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-port-elizabeth/ 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 port elizabeth | Accredited Africa Training Institute for Capacity Development https://www.aaticd.co.za/tag/customer-service-training-port-elizabeth/ 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 […]

The post Customer Service Workshop appeared first on Accredited Africa Training Institute for Capacity Development.

]]> 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 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

The post Customer Service Workshop appeared first on Accredited Africa Training Institute for Capacity Development.

]]> 1921 Customer Service Management https://www.aaticd.co.za/course/customer-service-management/ Wed, 23 Oct 2019 10:31:28 +0000 http://aaticd.co.za/?post_type=course&p=1866 Why Attend Good customer service can be considered as a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes […]

The post Customer Service Management appeared first on Accredited Africa Training Institute for Capacity Development.

]]> Why Attend

Good customer service can be considered as a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.

Course Methodology

Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations.

Course Objectives

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

  • Develop a holistic customer care approach by taking into consideration seven different aspects of the definition of customer service
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Use customer complaints as the springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well-chosen Key Performance Indicators (KPIs)

Target Audience

Executives, managers, and decision-makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.

Target Competencies

  • Customer orientation
  • Conceptual thinking
  • Balanced decision making
  • Quality orientation
  • Understanding of prospects’ motivation
  • Persuading others

The post Customer Service Management appeared first on Accredited Africa Training Institute for Capacity Development.

]]> 1866