Provided by: Kwapele Learning & Consulting (Pty) Ltd

Care for customer

Module 1: The Customer Service Mindset
1. 1. Customer Care is Important for Everybody
1. 2 Winning Results: The Returns on Service Quality
1. 3 Cycle-of-Service Analysis
1. 4 The Psychology and Dimensions of Customer Expectations
Module 2: Why is Customer Service Necessary?
2. 1 Importance of Customer Service
2. 2 Keys to Credibility
2. 3 The Ladder of Customer Relationships
2. 4 Encouraging Customers to Complain
Module 3: Internal vs External Customer Service
3. 1 What is an Internal Customer?
3. 2 Why Internal Service Quality Can Be Poor
3. 3 How to Provide a Good Service to the Internal Customer
3. 4 The Internal Customer Service Audit
Module 4 Defusing Hostile Customers
4. 1 The Nature of Hostile, & Abusive Behaviour
4. 2 Where Does Hostile/ Abusive Behaviour Come From?
4. 3 What Angry People Need and Want
Exercise
Module 5 The CARP System a A Master Strategy
5. 1 Control
5. 2 Acknowledge
5. 3 Refocus
5. 4 Problem-Solve
5. 5 Principles of Defusing
Exercises
Module 6 Interpersonal Communication
6. 1 Introduction
6. 2 Opening Stage
6. 3 Clarifying Stage
6. 4 Generating Stage
6. 5 Closing Stage
Module 7 Practising Behaviours that Calm Customers
7. 1 Listening Habits
7. 2 More Words to Watch
7. 3 Additional Pointers
7. 4 Handling Complaints
7. 4.1 Complaints Handling as a Learning Opportunity
7. 4.2 Guidelines for Complaints Handling
7. 4.3 Objectives of Setting Up a Complaints Handling System
Module 8 Recognising and Applying the Principles of Batho Pele in Servicing Customers
8. 1 Batho Pele Principles
8. 2 The Values of Batho Pele
8. 3 Ekurhuleni Metroa ™s Implementation of the Batho Pele principle
This is primarily ilt training
Course Level:basic through advanced
Duration:3 days
Training Presented in:English
Training Provided by Kwapele Learning & Consulting (Pty) Ltd
Care for customer
Module 1: The Customer Service Mindset
1. 1. Customer Care is Important for Everybody
1. 2 Winning Results: The Returns on Service Quality
1. 3 Cycle-of-Service Analysis
1. 4 The Psychology and Dimensions of Customer Expectations
Module 2: Why is Customer Service Necessary?
2. 1 Importance of Customer Service
2. 2 Keys to Credibility
2. 3 The Ladder of Customer Relationships
2. 4 Encouraging Customers to Complain
Module 3: Internal vs External Customer Service
3. 1 What is an Internal Customer?
3. 2 Why Internal Service Quality Can Be Poor
3. 3 How to Provide a Good Service to the Internal Customer
3. 4 The Internal Customer Service Audit
Module 4 Defusing Hostile Customers
4. 1 The Nature of Hostile, & Abusive Behaviour
4. 2 Where Does Hostile/ Abusive Behaviour Come From?
4. 3 What Angry People Need and Want
Exercise
Module 5 The CARP System A Master Strategy
5. 1 Control
5. 2 Acknowledge
5. 3 Refocus
5. 4 Problem-Solve
5. 5 Principles of Defusing
Exercises
Module 6 Interpersonal Communication
6. 1 Introduction
6. 2 Opening Stage
6. 3 Clarifying Stage
6. 4 Generating Stage
6. 5 Closing Stage
Module 7 Practising Behaviours that Calm Customers
7. 1 Listening Habits
7. 2 More Words to Watch
7. 3 Additional Pointers
7. 4 Handling Complaints
7. 4.1 Complaints Handling as a Learning Opportunity
7. 4.2 Guidelines for Complaints Handling
7. 4.3 Objectives of Setting Up a Complaints Handling System
Module 8 Recognising and Applying the Principles of Batho Pele in Servicing Customers
8. 1 Batho Pele Principles
8. 2 The Values of Batho Pele
8. 3 Ekurhuleni Metro s Implementation of the Batho Pele principle
About The Training Provider: Kwapele Learning & Consulting (Pty) Ltd
Kwapele Learning & Consulting (Pty) Ltd - A BEE company specialising in: Communication Call Centre Training Client service/ customer care Leadership course Health & Safety Team Building Change Management Mentoring and Coaching Diversity Management Conflict Management Performance Management Balanced Score Card Executive Development Management development ...
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