Objective:
- Understand the importance of a customer centric mindset
- Understanding the customer’s
- Why customer’s complaint
- How to manage a complaint – difficult customers
- Applying effective service recovery techniques
- Turning complaints into opportunities
Topics Covered:
- Organization culture & values
- Internal customer
- DNA – Passion, Attitude & Aptitude
- Customer is KING – If you don’t provide service somebody else will
- Understanding your customers – Transactional Analysis
- Types of customers
- Effective communication techniques – The 3 V’s
- The 3 levels of service
- Exceeding expectations – WOW
- Anger management – Dealing with emotions
- Turning failures into opportunities
- Service recovery – bouncing back
- Follow up actions
- Review /evaluation
Completion Certificate:
A Certificate of Completion will be issued to successful candidates .
Target group:
Front Line staff / Customer Services workers-Supervisors and Managers.
Minimum Requirement:
Secondary 2 Education or ESS qualification. |
