Course Objectives

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Who should attend?

Staff level employees, Team leaders, Supervisors, New Managers and SMME Business Owners

Course Outcomes

Upon completion of course, participants should be able to:

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

Course Outline

What you will learn:

  • What is customer service? Who are your customers?
  • Meeting expectations
  • Setting goals
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it