World Class Customer Service
Developing a customer-focused culture
- Public course fee
- R10,000
- Delivery
- 2 days or 4 half days, in person or live online
Overview
The foundation of a customer service culture is understanding expectations, going the extra mile and being a customer advocate. Helpfulness, genuine interest and respect move customers from hostile or ambivalent to supportive and enthusiastic.
Customer satisfaction is about the basics: quick response, patience, knowledge, friendliness, good follow-up and care. Good service is about people skills and relationship building. Exceptional service is what sets your organisation apart and creates loyal customers.
Who should attend
Customer-facing teams, service managers and anyone whose work shapes how customers feel about your organisation, over the phone or face to face.
What you’ll be able to do
- Assess customer service attitudes to set goals for improvement
- Apply attitude control principles to manage your own attitude
- Use conversational language to keep interactions low pressure
- Increase customer loyalty through exceptional service
- Apply a code of ethics and principles to exceed customer expectations
Topics covered
- Understanding and applying a customer-focused approach
- Communicating value from the customer’s point of view
- Resolving complaints from practical and emotional perspectives
- Creating buying opportunities that add value for the customer
- Managing expectations and following through
Upcoming dates
Public courses run in Johannesburg, Durban, Cape Town and live online. Any course can also be run for your team on your dates.
No public dates are scheduled for this course right now. Register your interest below and we’ll let you know when the next one opens, or ask us to run it for your team.
Register or enquire
Choose a date, or tell us what you need. Companies can register several people at once. We’ll confirm your place, invoice and joining details by email.
- Pay by EFT, credit card or company purchase order
- One free transfer to a later date
- Printed and digital certificate on completion
Received, thank you.
Thank you. We’ve received your request and will confirm your place, invoice and joining details by email.
You might also consider
A year from now, how will you measure success?
Tell us what your team needs. We’ll recommend the right programme, format and dates, and send a proposal.
Or call us directly
- Office010 598 1741
- Theolene Steyn072 596 4845
- Shanice Naidoo071 351 0697
- Liana Flischman082 445 9088
- Caylee Meadows076 620 6497
