Customer Service Workshop - Agilis

Customer Service Workshop


Description

Participants will be able to develop an increased appreciation for the importance of their role within the organisation, dealing with customers and ensuring that all clients are treated appropriately to develop customer service excellence. Participants will also be introduced to enhanced leadership and communication skills that are required to work professionally with difficult or unsatisfied customers. The opportunity to learn from other people’s experiences will also benefit participants in questioning whether they are practising appropriate customer service, and if not, in which areas they need to improve.

Team Leaders, Supervisors, Customer Service staff and Personnel involved with all kinds of Front-Line Customer Handling will be able to experience a shared organisational customer service vision, as well as improve inter-departmental communication and an understanding of the major tasks of each department. This course is also designed to increase employee competency and communication skills, focusing on the business objective of customer retention and revenue sustainability.

Syllabus

Session 1 – The Importance of Customer Care

  • What is Customer Care?
  • Why is excellent Customer Care important?
  • Moments of Truth
  • Beyond customer satisfaction
  • Effects of poor customer service
  • Quality Customer Service

 

Session 2 – Communication Skills

  • The importance of Communication
  • The communication process
  • Channels & Barriers of Communication
  • Effective communication
  • Presenting yourself – making good first impressions

 

Session 3 – Listening Skills

  • 5 levels of Listening
  • Active listening and its’ benefits
  • Becoming an active listener

 

Session 4 – “How to” Skills

  • How to help a client
  • How to deal with angry or complaining clients
  • Being aware of ethnic and religious differences
  • Etiquette at all times

 

Session 5 – Taking Care of Yourself

  • Stress Management
  • Anger Management
  • Building lasting relationships with customers
  • Summaring customer service points
  • Questions and close of course

Learning Outcomes

  • Identifying key components that promote customer retention and loyalty
  • Utilising interpersonal communication skills as vital tools in providing excellent customer service
  • Understanding the organisational structure as a means of improving internal communications
  • Developing the necessary understanding of internal and external customer expectations
  • Demonstrate how to deal with difficult customers effectively
  • Developing your ability to balance work and life pressures and stress as this affects the service we provide to our customers
  • Being aware of cultural differences with clients, and professional etiquette
  • How to build effective customer relationships for lasting business relationships
  • Being aware of the importance of product knowledge

Participants and Requirements

Team leaders, supervisors, Account Managers, Sales team staff, Personnel involved with Front-Line Customer handling and Customer Care, and anyone spending more than half of their time dealing with customers.

Certificate

Certificate of attendance

Course Duration

20 hours

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