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This programme is developed of offer the best Customer Service. We conducted this programme for our staff members in 2007 and is now available for corporate organizations.
Target group is all staff as this programme covers internal as well external Customer Service. 'A happy Internal Customer will ensure a happy External Customer'.
Duration: Friday 5.30 pm to Sunday 4.00 pm
Introduction
If an organization is to become a high quality Customer Service provider, three basic requirements are necessary:
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Organization Commitment: |
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There must be commitment from the very top of the organization to provide high quality Customer Service. The organizational leadership needs to tell everyone in the organization what the Customer Service expectations are and hold each person accountable for meeting these expectations. |
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Employees Commitment: |
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There must be commitment on the part of the organization’s Employees. They must want to provide high quality Customer Service. |
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Customer Service Training: |
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The organization must provide Customer Service training to Employees to help them deliver the desired level of service. |
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| The Customer Service Training: |
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The Customer Service training will be focused on providing high quality Customer Service to customers, both internal and external. |
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It is not "smile training", and |
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It is not about consistently saying "please" and "thank-you" to the customer or reacting to certain situations with a programming response. |
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It is about an attitude on the part of every person in the organization that the customer is important. |
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Participants will be to choose which ideas and concepts to take back to the work place and put into practice to improve their own Customer Service.
Customer Service Training is essential and existing in some form in all types of organizations. This training is being provided because there's always room for improvement for everyone - including the management of the organization.
This is an opportunity to learn and to take back ideas to the work place for you to use as a Customer Service Provider. Also, some of what you learn here that applies to the workplace will also fit into your non-work environment (i.e. your personal lives).
The class is designed so there will be lot of interaction and we encourage this to occur.
Objectives of this Training:
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The main objective of this training is to help you provide high quality Customer Service. |
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To do this, we will review and discuss concepts and tools associated with providing high quality Customer Service. |
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| Programme Content & Delivery |
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| Day |
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| Time | Description |
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| Friday |
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| 5.30 pm |
- Participants Arrive |
| 6.00 pm |
- INTRODUCTION OF THE PROGRAMME |
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| Saturday |
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| 5.00 am |
- WAKE-UP CALL |
| 5.30 am |
- BREAKFAST |
| 6.30 am |
- Drill |
| 7.00 am |
- INTERNAL CUSTOMER SERVICE
- VIDEO: Inside Job
- Game |
| 9.00 am |
- CUSTOMER SERVICE FUNDAMENTALS |
| 10.15 am |
- Tea Break |
| 10.30 am |
- VIDEO: Customer Service Connection
- Game |
| 12.00 pm |
- Lunch Break |
| 1.00 pm |
- COMMON CUSTOMER NEEDS
- VIDEO: Serving Customers – Helping People
- Game |
| 3.00 pm |
- Tea Break |
| 3.15 pm |
- ESSENTIALS OF COMMUNICATION SKILLS IN PROVIDING GOOD CUSTOMER SERVICE
- VIDEO: The Essentials of Great Service
- Game |
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| Sunday |
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| 5.00 am |
- WAKE-UP CALL |
| 5.30 am |
- BREAKFAST |
| 6.30 am |
- Drill |
| 7.00 am |
- 3 RUDIMENTS OF HIGH QUALITY CUSTOMER SERVICE
- VIDEO: Creating the Repeat Customer
- Game |
| 9.30 am |
- Tea Break |
| 10.45 am |
- DEALING WITH THE CUSTOMERS
- VIDEO
- Game |
| 12.30 pm |
- Lunch Break |
| 1.30 pm |
- SELF MANAGEMENT
- VIDEO: Be Prepared to Sell |
| 3.00 pm |
- Tea Break |
| 3.15 pm |
- YOUR ORGANIZATIONAL CULTURE
- PRESENTATION OF CERTIFICATES
- Programme Ends - |
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