Customer Service Workshop
A one-day training workshop to re-energize staff with the required skills for excellent customer service. The focus is on the skills and awareness necessary to fully support the organisation’s external and internal clients.
Learning outcomes
- Understanding of the connection between participants’ feelings and those feelings of the clients they serve
- Identification of the client’s needs through the skill of active listening and inquiring
- Matching of body language and words related to service delivery
- Analysis of the participant’s role for points of contact to provide consistently excellent service
- Enhancement of skills in communicating with irate clients without internalising the negative emotions
- Engagement of colleagues in finding solutions to clients’ needs/problems.
Content includes
- Model of Service Excellence
- Skill building in understanding how to identify client needs
- Verbal and non-verbal (body language) communication
- Analysis of job description
- Conflict resolution strategies
- Organisational functions charting.
Designed for
- Front-line staff and their supervisors
Program Duration
1 day
Venue
On-site or off-site (Client's choice)
Program cost
On application. Please contact us.
