Excellent Customer Service is undoubtedly what gives one company or organization the edge over others when it comes to recognition and productivity.   When staff members are really imbued with the concepts of excellent customer service, genuinely promoted from the top and supporting the organization’s strategic goals and objective, internal as well as external relations improve.

Objective of Programme:

An Understanding of Customer Expectations through determination of underlying expectations of internal customers, recognition of levels of service, identification of common customer expectations and going beyond those expectations.

Delivery of Excellent Customer Service through identification of behaviours that constitute excellent customer service, practice of effective listening skills, use of positive language, practice of problem-solving and demonstration of the behaviours and skills which deliver excellent customer.

Duration: Two days

Target Group:

All employed persons who have to deal with internal and external customers will benefit from this programme.

Expected outcome: Participants will be able to:

• Identify who their customers are
• Analyse what customers’ needs and expectations are in relation to their interactions with them.
• Know the importance of greeting customers with warmth and enthusiasm
• Determine the needs of customers through effective listening and the use of positive language
• Meet the needs of customer through a problem solving approach
• Understand how to deal with difficult customers
• Build customer relationships