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Excellent Customer Service - A Practical Approach  

Overview

Excellent Customer Service - A Practical Approach course is aimed at students who are in the customer  service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation.

This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.

Prerequisites

None

Who Should Attend

The target student for this course is someone who currently works in the customer service field and wants to become a better customer service representative. Students do not need to have experience in the customer service field to succeed in this class.

Price

R2,850.00 Incl VAT (Per Person, Includes Manual)

PLEASE NOTE: Learnfast serves a full lunch during break as well as coffee, tea and biscuits as part at no extra cost. We also cater for special meals.

Duration

1 Day (08:30 - 16:00)

Our myWay Learning Methods

Our innovative "myWay” learning methodology is built around the students individual learning requirement, allowing each student to learn in a style that is most suitable for their skills set, knowledge and schedule.

Instructor-Led Classes

Reach your full potential through our “myWay Instructor-Led” classes combined with interactive lessons, supporting video content, practical assignments and in field experience. We deliver instructor led classes full time, part-time, weekends and onsite.

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Mentored Learning

The "myWay Mentored Learning” was created in response for more flexible learning schedules and focused content. It allows each student to progress in a manner that is most suitable for their skills set, knowledge and schedule that a fixed, lecture based approach does not allow for. You will be mentored on a one to one basis by a subject matter expert with continues practical exposure and focus on problem areas, allowing you to progress at your own pace and deciding what content requires more or less time.

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Distance Learning

Do a course at your own pace via our “myWay Distance Learning”. We have re-defined studying via online by combining self-study with supported interactive online video lectures, extra resources, questionnaires and much more, all supported via out Online Student Portal. You will get a course coach and lecturer assigned to you so that you never feel alone and have support whenever you need. Your coach will look after you and your study health, encouraging you to progress constantly.

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Testimonials

Important Notes

  • Students are to be at the training venue by 08h00 in preparation for a 08h30 start time.
  • Learnfast retains the right to change this calendar without any notification.
  • Bookings are only confirmed upon receipt of the proof of payment or an official company purchase order for the full amount of the training.
  • For full day courses Learnfast will supply you with the relevant training material. A desktop computer to use for the training (where applicable), tea/coffee and a full lunch for full day InClass training hosted at Learnfast only. Catering is not included for OnSite training and laptop is available for hire at an additional cost if required.
  • Cancellation or rescheduling requests must be in writing and reach us via fax or email at least 5 (five) working days prior to the course commencement date. Full course fees may be retained for no shows or requests within 5 working days prior to commencement.
  • Although we go to great lengths to ensure that all training proceeds as scheduled, Learnfast reserves the right to cancel or postpone dates if we require to do so and undertake to inform clients in writing and telephonically of these changes.
  • Learnfast suggests clients wait until a week prior to course commencement that a course has been confirmed to go ahead as scheduled before booking flight and accommodation. Learnfast is NOT responsible for cost associated with cancellation of classes such as flight and accommodation for clients.

1. Customer Service Basics

  • Topic A: Customers
  • Topic B: The service culture

2. Customer Service Skills

  • Topic A: Organization skills
  • Topic B: Communication factors
  • Topic C: Personal motivation

3. Greeting Customers

  • Topic A: Greeting overview
  • Topic B: Phone and e-mail messages
  • Topic C: Rapport

4. Listening and Questioning

  • Topic A: Listening
  • Topic B: Questioning

5. Responding

  • Topic A: Responding to customers
  • Topic B: Resetting expectations
  • Topic C: Working toward solutions

6. Resolving Issues

  • Topic A: Customer appreciation
  • Topic B: Follow-up techniques

7. Using What You've Learned

  • Topic A: The implementation phase
  • Topic B: Resources and tools
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