People Management and Development Services
  Tel: +27 (11) 918 6791 ● Fax: 086 676 2133 ● E Mail: info@pmads.co.za ● www.pmads.co.za ● P.O. Box 25787, Benoni North 1527
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Course Title: Interacting With Customers


Course Code: IWC

 

Duration: 1 Day

About the Programme

 On completion of the programme, the learner will be equipped to:

  1. Present a positive image of the company.
  2. Respond to customer enquiries in a friendly and pro-active manner
  3. Deal with customer complaints.
  4. Provide basic information about the company's products and services.
Content
 
 Module 1:  Introduction to customer service
  1. Customer expectations
  2. Customer satisfaction
  3. What paying customer expect
  4. Developing a customer service attitude
  5. Why we loose customers
  6. Rules for quality customer service.
Module 2:  Promoting your company image by reflecting a positive image
  1. Your company's image
  2. Understanding business unit visions
  3. The impact of service on different job profiles.
Module 3:  How to create a positive image
  1. Creating positive impressions
  2. Impact of good communication on customer service
  3. Know what your company sells
  4. Identify the departments in your company and what they do
  5. Know how services are provided.
Module 4:  Professional approach
  1. Internal and external customers
  2. Goal of serving customers
  3. The heart of the customer
  4. Communicating professionally
  5. Communication barriers
  6. Understanding the impact of good communication in customer service.
Module 5:  Handling customer queries and complaints
  1. Handling customer complaints
  2. Reward your customers
  3. Case studies of customer queries
  4. Role plays