TARGET AUDIENCE: All personnel working with customers

 

PRE-REQUISITE: Basic competency in computer literacy

- Who Are Customers?

- What Is Customer Service?

- Who Are Customer Service Providers?

- Establishing Your Attitude

- Appearance Counts!

- The Power of a Smile

- Staying Energized

- Staying Positive

- Identifying and Addressing Customer Needs

- Understanding the Customer’s Situation

- Staying Outside the Box

- Meeting Basic Needs

- Going the Extra Mile

- Generating Return Business

- Following Up

- Addressing Complaints

- Turning Difficult Customers Around

- In-Person Customer Service

- Dealing with At-Your-Desk Requests

- The Advantages and Disadvantages of In-Person Customer Service

- Using Body Language to Your Advantage

- Giving Customer Service over the Phone

- The Advantages and Disadvantages of Telephone Communication

- Telephone Etiquette

- Providing Electronic Customer Service

- The Advantages and Disadvantages of Electronic Communication

- Understanding Netiquette

- Eliminate Electronic Ping Pong

- Recovering Difficult Customers

- De-Escalating Anger

- Establishing Common Ground

- Setting Your Limits

- Managing Your Own Emotions

- Understanding When to Escalate

- Dealing with Vulgarity

- Coping with Insults

- Dealing with Legal and Physical Threats

- Ten Things You Can Do to WOW Customers Every Time

BUSINESS SKILLS TRAINING CURRICULUM.

*All Pricing are Exclusive of VAT

ALL COURSES

BOOK NOW

CUSTOMER SERVICES IN A TECHNICAL ENVIRONMENT
(Please contact our office for available dates)

DURATION

1 day

PRICE

R2 500-00

COMPANY DETAILS:

E: info@fibreinstitute.co.za

T: 087 238 0716

 

A: Building 5, Suite 5, Glen Manor Office Park,

138 Frikkie de Beer Street, Pretoria, 0063

ABOUT FIBRE INSTITUTE:

We deliver customized, competency tested, verified and recorded plus accredited technical training programmes that focus on the execution and delivery of projects in-line with our customers specification.

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