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presented by VETTA COMMUNICATION (PTY) LTD Tel: 086 111 VETTA (83882) Email: info@vetta.co.za

COURSE OBJECTIVES:

Customers are the core requirement of any business and as such there is a need to foster and maintain great customer relationships with them. This workshop takes a refreshing look at the key components that integrates an organization with those of its customers. Participants will learn how to focus and efficiently deal with customers within the organization and reap enormous benefits as a result.

COURSE CONTENT:

Reasons for Good Customer Service

  • Focus on relationships
  • How do customers impact on the organization?
  • Why does the organization need to develop customer relationships?
  • Customer service standards within the organization

Identify your Customers

  • Internal customers
  • External customers
  • Integrating the customer
  • Generating a customer focused solution

Understanding Customers

  • Perspective
  • Perception
  • Expectation
  • Dealing with emotion

Managing your Customers

  • Customer value
  • First impressions
  • Dealing with customers telephonically and via email correspondence
  • Hierarchy of service
  • Ensure repeat business
  • Dealing with problems and complaints
  • Taking initiative and being pro-active
  • Making a difference every time
  • Thinking solution not problem
  • Showing tolerance with cultural diversity
  • Information vs. knowledge

COURSE DETAILS:

Duration: 1 day. Cost: R 1650 per person excluding VAT. Price includes lunch, refreshments, training manual, tuition, e-certificate and personalised feedback.
This workshop can also be presented at your premises.