Becoming the Best Customer Service Professional

course overview

Service has globally become a more important industry than all resources combined but for oil.

It is fueling phenomenal economic growth in countries as diverse as Ireland and India, but a poor service industry in South Africa is slowing growth.

Sales and the service sector are critical to southern African economies with those sectors contributing 60 % to 70 % of gross domestic product (GDP) according to the World Trade Organisation.

Today's global recession is seeing consumers hold onto their wallets longer.  An essential aspect of any business now is the value-added aspects especially the service provided during and after the transaction.

In just two days BizTech can help you become the best Customer Service Professional and help your company stay ahead of the competition.

Why is exceptional service so ultra-critical?

• Understanding what makes customer service world class

• If you don’t look after your customers your competitors will! - Ways to make them stay

• The essential elements of extraordinary customer service

• Understanding why your role is so critical It’s the small things that make all the difference

• The 10 deadly sins of Customer Service

Communication techniques

• Learning to listen with intent

• Powerful telephone tools for maximum impact

• Responsive writing to resolve complaints

• Dealing with ‘difficult’ customers with respect and dignity

• Handling objections without getting defensive

• Using your tone and style to impart empathy and sincerity

• Being friendly but still professional and effective

• Remembering that they can hear the smile in your voice

Managing time and yourself

• Creating a professional product: you!

• Overcoming obstacles to a positive self-image

• The image-attitude connection

• Responsiveness and reliability

• Time management methods to maintain high standards

• Vital follow-up systems to ensure promises are kept

who should attend

• All frontline staff who deal with customers telephonically and/or face to face

• Receptionists and Switchboard operators who are the first point of contact for customers

• Administrative staff who interact with customers over the phone or in person

• Back-office administrative staff who investigate queries and complaints

• Sales staff who need to build relationships with customers

• Personal Assistants and secretaries who are the first point of client contact for managers and executives

• Personal Assistants and secretaries who are the first point of client contact for managers and executives

outcomes

After attending this course attendees should be able to:

• Understand the qualities and values that create outstanding customer service

• Handle challenging encounters with confidence

• Resolve potential complaints professionally

• Defuse conflict situations tactfully

• Represent your company with pride and self-assurance

• Be instrumental in attracting and retaining customers for the ultimate profitability of your organization

take home tools

• Training Manual & CD

• All delegates receive one month of telephonic support relating to course content

general

COURSE DURATION

The course will take place over 2 days - 08:30 to 16:30 daily

COURSE FEES

R6 050.00 (excl. VAT) per delegate
( 5% discount for enrolment 2 weeks prior to course date. )

PROVISION OF THE COURSE BY BIZTECH INCLUDES

• Dynamic and knowledgeable facilitators

• Training File and a CD

• Certificate of Attendance

• High quality training venue

• Lunch and refreshments

• Parking

• Quality folder, notepad and pen

REGISTRATION DEADLINE

Registration Confirmation must be sent prior to the start of the scheduled course.

the venue

The course will take place at the AstroTech Conference Centre in Parktown, Johannesburg. 

The AstroTech Conference centre is in a gracious mansion in one of the most historic and beautiful areas of Johannesburg.

It is a high-end business focused conference centre with competitively priced packages, excellent facilities and top client service.

Close to major highways, airport and Johannesburg city centre, this state-of-the-art venue offers elegance, discretion, security and convenience with safe parking.

The course will be run from 08:30 to 16:30 daily.

Course venues will be confirmed prior to course commencement.

bbbee compliance

BizTech is BBBEE level 1 compliant. This means that we are a 135% contributor and companies investing money in training their staff through BizTech can also improve their own BBBEE scorecard. Not only does it offer an opportunity to improve your company's Skills Development BBBEE category, but you can also improve your BBBEE Preferential Procurement category. In each case your company will benefit 135% of the spend made.

terms and conditions

Should course expectations not be met for any reason, delegates are given the opportunity to leave before lunch on the 1st day and receive a full refund of the course fee.

Cancellations:
A cancellation can only be confirmed if we are advised in writing at training@biztech.co.za
For cancellations received more than one week prior to the course:
          0% cancellation fee will apply.
For cancellations received less than ONE WEEK prior to the course:
          50% cancellation fee will apply. 
For cancellations received within 24 hours of the course:
         100% cancellation fee will apply.

Substitutes are welcome at no additional charge at any time prior to the course.

Postponements:
Requests to postpone course attendance must be received in writing at least three full working days prior to the course commencement. Should we not receive written confirmation within this period; the postponement will be subject to an additional fee of R 1,000 (excl VAT) per delegate.

All course postponements or programme exchanges need to be utilized within 6 months of the original course booking or the course fee will be forfeited.

Cancellations on postponements or exchanges are subject to the full course fee

Absent Delegates:
In the event that a delegate does not arrive for the course and no written cancellation has been received and confirmed, the full course fee will be payable

Presenters:
Should it be necessary, BizTech reserves the right to substitute the presenter.

Communication:
When a person registers on BizTech’s website, is registered on a BizTech course or sends an email to BizTech, that person consents to receiving communications electronically or otherwise by BizTech and/or its business partners

Disclaimer:
BizTech wish to advise that they will not be held responsible for any loss, damage or harm, direct, indirect, consequential or otherwise and howsoever arising that may be caused to any person or property during the providing of any services by BizTech to the client.