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Customer Care / Service Excellence

Target Audience

Customer care is aimed at all employees who need to learn to polish and develop excellent people skills to care for their customers.
 

Training Medium

Interactive outcome-based workshop, including a Living Dynamics’ learner workbook, exercises, role-plays, games and communicative activities.
 

NQF Level : 4
Credits Awarded: 5
Duration: Two days
 

Applicable Unit Standard: Care for Customers (246740 US. No.)

Programme Overview

Our Customer Care or Service Excellence workshop enables all frontline staff to 'care' for their clients and customers using tried and tested techniques to demonstrate excellence.
 

Customer Care training only works if everyone, at every level in an organisation ‘buys’ into the techniques required for looking after the organisation’s customers. With this in mind this workshop is offered at two different levels:

"Customer Care for Managers" and "Customer Care for Front Line Staff."
 

Both offer practical insight into the practical skills involved in looking after your customers. The programmes cover essential aspects such as setting standards, the core competencies required for working with people, improving listening skills, evaluating your attitude, the welcome process, handling complaints and awkward situations, proactive telephone etiquette and the use and understanding of body language.
 

The management programme gives managers a clear insight of the skills that have been shared with their front line staff, and stresses the need for them to enhance this, lead by example and support their staff with their own positive input. Both programmes are highly interactive and practical and involve games, role-plays, interactive discussion and simulations.  
 

This Customer Care workshop is all about learning practical skills for excelling in offering superb service to customers. Staff learn to communicate effectively face-to-face or telephonically across barriers created by culture, language or hierarchy.  

 

Specific Outcomes Covered

  • To learn to instil a sense of belonging and belief in customer care.

  • To establish who the customer is and what they want.

  • To create practical ‘Care Lists’ i.e. ‘Who relies on who, and to do what?’

  • How to use essential competencies as required in caring for all customers.

  • To understand the communication process.

  • To improve your listening skills.

  • To ensure that you have a good attitude.

  • To perfect "The welcome process".

  • To use proactive telephone techniques and etiquette.

  • To handle complaints effectively.

  • To learn to use positive body language.

  • To understand diversity in body language according to culture etc.

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