What customers love, and what they hate... What customers perceive as being good service, and what sends them dashing off to our competitors.

Target group: All staff who have contact with customers

Objectives: To improve attitude and motivation to both clients and the job. To develop solid methods to effectively keep customers satisfied.

Methodology: All training is interactive and participative. The methodology is designed to achieve maximum group participation. It allows the delegates to take away real practical skills, rather than just theoretical knowledge.

Course content includes:

§ Are YOU delivering good service?
§ How would we know?
§ Customer care questionnaire.
§ Grading of results and their meaning.
§ A commitment to quality and service pays.
§ Why we lose customers.
§ Body language and it's effect on customer care.
§ Keeping old customers and attracting new ones.
§ Customer service defined.
§ Listening skills.
§ Developing rapport with customers.
§ WIIFM - What's in it for me?
§ What is a customer
§ The golden rule of customer care.
§ Why is customer service so bad?
§ Company mission statements.
§ Using technology.
§ Improving internal motivation.
§ What customers love.
§ What customers hate.
§ Do's and don'ts of customer service
§ Handling unhappy customers.
§ Handling irate customers.
§ The P.R.I.D.E. formula.

If we do not learn how to spoil our customers, to the point of creating superb relationships between them and us, then we face the risk of losing those customers to our competitors. This programme will show you how to deliver not just good service but EXCELLENT service..

Book now, space is limited

Venue

Date: 06 August 2008
Location: Jeppe Quondam Conference Centre, Johannesburg
Cost: R550-00 per delegate (inclusive of VAT).
More info: 79 Boeing Road East, Bedfordview

Company name:
Telephone number: 011-485-2150
Email address info@supertraining.co.za