*Introduction to Customer Service *Identify what is Customer Service *Define Customer Service *Identify different types of customers *Explain importance of providing customer service *Identify the advantages of good customer service *Identify the disadvantages of poor customer service *Results of poor customer service *Understand the needs of customers *Explain the value customers add to the business *Identify the principles of customer service *Explain the basic consumer rights *Understand customer service as a belief rather than a philosophy *Conduct a self assessment *Evaluate own understanding.
Module 2:
*Understand the roles and responsibilities as a team in relation to customer service
*Understand and apply the golden rules in providing exceptional customer service *Explain the ethics and values of exceptional customer service *Identify the expectations of customers *Understand your role in meeting customer expectations *Identify and describe the impact of competition regarding customer service *Conduct self evaluation regarding the provision of customer service *Understand and explain the required customer service policies and procedures *Explain the Do’s of Customer Service *Explain the Don’ts of Customer Service *Conduct a Self Assessment *Evaluate own understanding.
Module 3:
*Communication *Demonstrate problem solving skills *Apply conflict management *Identify what is communication *Use the correct communication techniques *Understand and explain the required listening skills *Apply appropriate body language *Identify and explain the do’s of communication *Identify and explain the don’ts of communication *Follow up on customer queries *Conduct a Self Assessment *Evaluate own understanding *Course Closure & Course Reactionnaire.
Customer Care
CUSTOMER CARE (1 DAY)
*Course Norms * Introductions
Module 1:
*Introduction to Customer Service *Identify what is Customer Service *Define Customer Service *Identify different types of customers *Explain importance of providing customer service *Identify the advantages of good customer service *Identify the disadvantages of poor customer service *Results of poor customer service *Understand the needs of customers *Explain the value customers add to the business *Identify the principles of customer service *Explain the basic consumer rights *Understand customer service as a belief rather than a philosophy *Conduct a self assessment *Evaluate own understanding.
Module 2:
*Understand the roles and responsibilities as a team in relation to customer service
*Understand and apply the golden rules in providing exceptional customer service *Explain the ethics and values of exceptional customer service *Identify the expectations of customers *Understand your role in meeting customer expectations *Identify and describe the impact of competition regarding customer service *Conduct self evaluation regarding the provision of customer service *Understand and explain the required customer service policies and procedures *Explain the Do’s of Customer Service *Explain the Don’ts of Customer Service *Conduct a Self Assessment *Evaluate own understanding.
Module 3:
*Communication *Demonstrate problem solving skills *Apply conflict management *Identify what is communication *Use the correct communication techniques *Understand and explain the required listening skills *Apply appropriate body language *Identify and explain the do’s of communication *Identify and explain the don’ts of communication *Follow up on customer queries *Conduct a Self Assessment *Evaluate own understanding * Course Closure & Course Reactionnaire.