Workwise: Winning Through Customer Service | Winner Top 10 Training Products!

Winner Top 10 Training Products

The one thing that distinguishes one organisation from another is the level of service delivery!

Winning Through Customer Service is designed for all customer service representatives, their managers and all staff who have client/customer contact. The course deals with the importance of professionalism, and encourages learners to identify and action improvements in their behaviour, appearance and communication.

Winning Through Customer Service reviews the essential communication skills required for effective customer service: listening, observing, questioning, verifying and explaining. These skills are integrated into the Customer Service Transaction Model, a framework for service transactions, specifically focused on the client/customer. These skills and techniques enable client/customer service representatives to gain customer co-operation; to pinpoint and satisfy immediate service needs; and to work with the customer to agree upon and develop solutions to problem situations.

Winning Through Customer Service also addresses 'dealing with difficult customer situations'. During the course of the programme, learners learn how to "fix the customer" before fixing the problem, thus saving time and ensuring customer satisfaction.

All learners are pre and post-tested to measure learning that takes place during the training.

By participating in Winning Through Customer Service, learners gain the skills necessary to win more business through excellent client/customer service.

After the training, client/customer service representatives will be able to implement what they have learnt immediately, instead of knowing what to do, they will know how to do it, and clients and customers will recognise the superior service offered by your company's service agents.

Develop and entrench a client-centric culture within your organisation today and win - with Winning Through Customer Service!

Outcomes

Learners will be able to:

• Demonstrate professional behaviours and self-mastery in all client/customer service situations
• Address cultural diversity in client/customer service situations
• Use listening, observing, questioning, verifying and explaining skills appropriately in client/customer service situations
• Assess behaviours in order to gain credibility, develop trust and build commitment
• Perform the 4 steps of a client/customer service transaction
• Standardise service delivery and performance
• Identify and deal with difficult customer situations using calming and focusing techniques
• Resolve customer queries and complaints quickly and effectively
• Deliver world-class levels of service to internal and external customers

Requirements

Entry requirement:
Senior Certificate and/or minimum six months work experience

Post-workshop requirements:
Knowledge questionnaire, skill application assignment and observation assessment

Learners receive:
A workbook with readings, exercises; activities and games to enhance learning; a laminated behaviour model card; an action plan for improving levels of professionalism; and pre and post-
tests

Duration: 2 days

Unit Standard Alignment:
SAQA US ID 7789
Provide customer service

NQF Level 4
Credits: 8

Certification:
Certification with credit if assessment requirements are met