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

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

the venue

There is no restriction on location – we have provided in-house training from Namibia to Namaqualand. We work with our clients to manage all the necessary logistics.

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.