The Psychology of Customer Service

The customer is king or queen. We just have to know how to make them feel that this is true. A MUST for all businesses today. 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.

 

Seminar Dates

Johannesburg

  • 25 January 2018

Cape Town

  • 2018 – To be advised.

Durban

  • 2018 – To be advised.

 

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 designed to achieve maximum group attention. Fast paced and entertaining, it allows the delegates to take away real practical skills, rather than just theoretical knowledge.

 

Course Content

  • Are YOU delivering good service?
  • How would we know?
  • Grading of results and their meaning.
  • 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.

 

Cost

R695-00 (excl. VAT) per delegate attending for all bookings for 2018 seminars received before/on 31st of December 2017 and paid before/on the 31st of January 2018.

All bookings received for 2018 seminars after the 31st of December 2017 will be at R795-00 (excl. VAT) per delegate attending.

 

Johannesburg

Venue: Jeppe Quondam Conference Centre, 79 Boeing Rd East, Bedfordview
Time: 08:30 to 12:00
Dates: Select a date on the booking form

Cape Town

Venue: The Riverclub Conference Centre, Liesbeek Parkway, Observatory
Time: 09:00 to 12:30
Dates: Select a date on the booking form

Durban

Venue: Durban Country Club
Time: 09:00 to 12:30
Dates: Select a date on the booking form

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