Customer Services

2012 Dates: 15 March - 16 March, 27 September - 28 September
Venue: IIR Training House, Rosebank, Johannesburg
Contact: This email address is being protected from spambots. You need JavaScript enabled to view it.

Benefits:

• Knowing and applying the core components of customer service in order to communicate effectively and provide excellent service
• Understanding customer perceptions and knowing how to create positive customer perceptions
• Understanding your customers’ styles and personalities and treating each customer differently and according to his/her needs
• Knowing yourself and what pushes your buttons, so that you can be prepared and not be caught off guard
• Be able to act professionally by applying best practice telephone etiquette

Outcomes:

• Identify the 4-elements of professionalism and apply them to your position
• Understand your customer and your customer needs, so that you can provide for those needs in a professional manner
• Know how to communicate effectively with your customer both on and off the phone, and apply basic listening techniques
• Know how to use non-verbal communication to build rapport with your customer
• Know how to deal with difficult customers and become more solution-orientated towards them

Register for IIR Training’s “Customer Service” training course and learn to master a 3-Step Plan for ensuring that your team and organisation is able to make customer service their personal imperative. This training course focuses on the ‘self’ and its role in improving the success of your customer service. The 3-Step strategies for implementing a programme, you will acquire, will assist your customer service staff to willingly serve your clients.

Step 1: Evaluating the role of the individual in Customer Service: Developing the Sincerity Factor
Step 2: Developing a culture of Customer-Centricity
Step 3: Communication derailed - when things go wrong Customer Service comes from employees who are customer focused