Frontline Customer Service Excellence

Participants will be able to define the key concepts associated with the Customer Driven Organization and be able to:

• Understand the vital importance of the customer to any organization
• See the value in having excellent service for both internal and excellent customers
• Identify the factors that can prevent an organization from maximizing customer value
• Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
• Identify different customer types and interact appropriately with them

CONTENT

• What is customer service?
• Why do you work?
• Determining your personal vision
• What am I responsible for? – Job Descriptions
• Why is customer service important?
• What is quality management?
• Customers- our life line
• Product differentiation
• Customer needs
• Understanding your customers- questioning techniques
• The communication process
• Verbal vs. nonverbal communication
• Listening skills
• Transactional analysis: understanding how to communicate effectively
• The Phone call
• Conflict Resolution and dealing with difficult clients

FOR WHOM:

Personal Assistants, Admin officers, Secretaries, Customer Service Staff, Receptionist, Front-Desk Officers, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.