The programme aims to polish skills and encourage professional standards of performance.

Milpark Business School (Pty) Ltd in association with Trudi du Toit - Congruence Training, who have been awarded institutional accreditation by the Services SETA, for the provision of education and training (number 0522/04/04/05), are offering a two day Customer Service workshop in May.

Step-by-step sales and problem solving strategies are taught using video, participation and role-play. Delegates are given practical tools to successfully handle different situations. Examples from the workplace are used to ensure successful skills transfer and work place application. Delegates will emerge with a framework and guidelines for treating customers in a way that will make them feel special.

The programme is aligned to Unit Standard # 10025: Handle a range of customer complaints, L 4; four credits. Assessment is done during and after the programme when delegates have to role play a problem-solving situation telephonically. An audio recording of evidence will be made for SETA reporting and learner results will be moderated and submitted for registration on the NLRD.

Who should attend?

People who provide frontline customer service, who have to deal with customers face to face or telephonically and resolve customer problems, or people who support others doing this in the work place. The programme is relevant to business environments and provides an understanding of basic business ethics, meeting customer needs and solving complaints and problems.

Learning outcomes

By the end of the programme, learners will be able to:

Attend to customer enquiries by gathering information, identifying customer needs/problems, attending to/referring requests and responding to a customer face-to face and telephonically.
Resolve problems effectively and to the satisfaction of the customer.
Behave in a professional manner in a business environment.
Communicate effectively, appropriately & tactfully
Receive and respond appropriately to feedback.
Be able to give and take criticism. Employ correct telephone and e-mail etiquette.
Be able to explain and demonstrate correct telephone technique, screen calls and take messages.

Outline

? Who is your customer?
? Internal
? External
? Direct
? Indirect
? Forgotten
? The importance of customer service. Why are you here? (video clip)
? The customer expects a good experience.
? Based on how satisfied they are, they will either return or take their business elsewhere.
? 5 minute survey: How does your customer see you?
? Dealing with customers
? On the phone (video clip)
? Face-to-face
? By email
? Handling criticism (video clip)
? Clear, effective, tactful communication
? Verbal
? Non-verbal (body language)
? Tone of voice
? Listening skills
? How you and you customer communicate (video)
? Passive
? Aggressive
? Passive-aggressive
? Assertive
? How your attitude can make or break you (and your organisation)
? What would you do differently if the business belonged to you?
? Connecting with people
? The wow factor!
? Over-promise and under-deliver vs. under-promise and over-deliver
? Turning complaints into opportunities
How to turn complaining customers into the most loyal customers.
? Motivation and daily application: creating a culture of service in the organisation

Methodology

Our facilitators use PowerPoint visual presentations, international best practice videos, role-play, and case studies. The programme is participative. A certificate of attendance is awarded upon completion of the programme and assessment against SAQA Unit Standards can be arranged separately.

Venue

Date: 22 May 2008 to 23 May 2008
Location: Milpark Business School, Johannesburg
Cost: R3900.00
More info: Cnr Main Road East and Landeau Terrace
Melville Ext 2

Contact: Elisa Rickson
Company name: Milpark Business School (Pty) Ltd
Telephone number: +27117184023
Email address elisar@milpark.co.za

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