Customer Care Training

Customer Care Training is one of the most important investment companies can make. We are faced with Customer Service on a daily basis, and the level of Service and Care provided to Customers can make or break your brand and company. Our training course provides delegates with the excellence, necessary knowledge and skills to provide first-rate Customer Care and Service.

Course Outline:

Module 1: Customer Service 101: The Dynamics of Customer Service

  • Understanding the dynamic customer service industry in South Africa
  • Today’s customer contact environment
  • Familiar challenges, with new opportunities
  • Psychological dimensions and driving forces behind customer service
  • The importance of customer service and brand reputation
  • Understanding the purpose and motivation for Millennials

Module 2: Customer Relationships

  • Entering a new era of Customer Relationships
    • Psychology 101 – what the new age customer demands
  • The Emotional Intelligent customer service agent – what he/she should look like
    • Self-Awareness, Self-Management, Social-Awareness and Relationship Management
  • Customer Care
    • Understanding customers’ real underlying expectations and meeting them
    • Emotional attunement – The fine art of reading and dealing with customers emotions
    • Service orientation. Anticipating, recognizing and meeting clients’ needs
  • Conflict Resolution
    • “Getting comfortable with Conflict”
    • The 5 Modes of Conflict
    • The 3 Categories of Conflict
    • Tools for dealing with angry and unreasonable clients
    • Understanding misdirected anger from different perspectives
    • Holding emotions and allowing clients to vent
    • Containing emotions, not owning emotions
    • Dealing with complaints and finding reasonable solutions
  • Understanding Criticism
    • Coping with being on the receiving end of criticism
    • The Essential Toolkit for NOT taking things personally
    • The fine art of deflection and triangulation
    • Pity, empathy, sympathy and compassion – what to use and when?
  • Assertiveness Skills
    • Healthy assertiveness vs. aggression
    • Tools for assertive communication
  • Communication Skills
    • Selective, Defensive and Listening with the intent to reply
    • Non-verbal communication for customer service
    • The Art of making a client feel heard and understood
    • Respectful etiquette and use of language in communication
  • The Psychology of Persuasion and Influence
    • Understanding what Personality you are dealing with
    • The Psychology of making customers feel empowered
    • The Art of Persuasion and Influence

Module 3: Customer Service Survival Skills

  • Stress in the Customer Service Environment
    • Signs of Stress, Burnout, Depression and Anxiety
    • Handling change with flexibility
  • Stress Management
    • The new age work-life integration
    • The road to resilience. Bouncing back from tough times
    • When responsibility exceeds authority
    • Tools for dealing with stress, burnout, depression and anxiety
  • The Psychology of Staying Motivated
    • The Truth about Motivation
    • Motivation in a customer service environment
    • Optimism, lessons from failure, cultivating a positive attitude
    • Victim mentality and demotivation
    • Motivation as a personal dynamic
  • Goal setting, Purpose and Motivational Tools

Module 4: Customer Service and Image

  • Projecting a Positive Self-Image
  • The Importance of Physical Image
  • The Importance of Personal Image and Professionalism

Module 5: Basic Telephone and E-mail Etiquette

  • Defining and understanding telephone etiquette and efficiency
  • The importance of answering calls promptly and professionally
  • Standardized greetings: the importance of building a brand and professionalism
  • The significance in keeping customers informed at all times
  • Using positive language
  • Language and words to avoid
  • Hearing my voice, pronunciation and language and how we meet the center of professionalism
  • Asking open ended questions, getting the most out of each call and conversation
  • Dealing with confidential and non-disclosed information
  • How to leave a legacy: closing conversations and sales techniques
  • First and last impressions matter most
  • Understanding e-mails and their differences as a form of communication
  • Writing effective e-mails and meeting the audience requirements

Module 6: Working in a Team

  • The value and importance of team work in your industry
  • Examining your role in the team
  • Understanding the team dynamics, conflict and team mood management
  • Aligning with the goals of the group and organization
  • Increased productivity through team cohesion
  • Utilizing team support

Course Duration:

2 days

  • The course is offered in-house and can be custom made to include specific examples and exercises based on the organisation’s activities.
  • The course is wholly interactive combining theory with role play, team exercises and group interaction.
  • Evaluation happens through participation and group discussion

Who should attend:

  • All Front-line Staff and Customer Facing Personnel
  • Switchboard Operators and Call Centre Staff
  • Sales Staff, Key Account Managers and Client Relationship Officers/Managers
  • Personal Assistant’s, Secretaries and Administrative Staff
  • Everyone who is dealing with Customers whether face to face or over the phone

Contact us for more Information or to Book Training

tarryn@indawo.africa