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Monday, March 5, 2018

SPONSORED: TRAINING IN CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT – THE EXTRA MILE PAYS!

SPONSORED: TRAINING IN CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT – THE EXTRA MILE PAYS!
 
Do you impress your customers every time you interact with them? Do you ever wonder why some clients move with their service providers everywhere they move to? What do these people do that you don’t do?
Ask yourself some questions:
 
  • Do you or your staff have the right skill sets to deliver exceptional customer service?
     
  • Currently how do you improve your Customer Service Skills and approaches?
     
  • Do you strive to continuously improve your customer service?
     
  • Do you listen to your customers and their needs?
     
  • Do you currently listen effectively to uncover the customer’s true needs?
     
  • Are internal customers understood and prioritized?
     
  • How many clients have you retained?
     
You must go beyond simply delivering your product, and develop strong relationships with your customers. Many customer care advisors and business people have lost clients, customers and businesses because today’s businesses are customer driven and so it is a must for business people to move from product-based campaign marketing to a customer-focused personalized approach. People want to feel important and they want to know that you have expertise with their life or work issue.

Who is this course for?
This Customer Service Training Course is for professionals and business people who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Objectives:
• Understand what customer service means
• Recognize how one's attitude affects service standards
• Master ways to develop & maintain a positive, customer focused attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers
Don’t loose your clients, spend a day with us!!!
Cost: only UGX. 75,000 (Includes Lunch and a certificate)

COURSE OUTLINE

Lesson 1 Lesson 2 
Who we are and What we doEstablishing your Attitude
  • Who are customers (internal/external)
  • What is customer Service?
  • Who are customer Service Providers?
  • What is in it for me?
  • Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energised
  • Staying positive
 Lesson 3 Lesson 4
 Identifying and Addressing their Needs Generating Return Business
 Understanding the customer's problem
Staying outside the box (not jumping to conclusions)
Meeting basic needs
Going the extra mile
 Following up
Addressing complaints
 Lesson 5 Lesson 6
 In-Person Customer ServiceGiving Customer Service over the Phone
  • Dealing with at-your-desk requests 
  • Advantages and disadvantages of inperson communication 
  • Using body language to your advantage
  • Advantages and disadvantages of
  • telephone communication
  • Telephone etiquette
Lesson 7Lesson 8
Providing Electronic Customer ServiceRecovering Difficult Customers
The advantages and disadvantages
Understanding e-etiquette
Tips and tricks
  • De-Escalating anger
  • Establishing common ground
  • Setting your limits
  • Managing your own emotions
Lesson 9Lesson 10
Understanding when to EscalateThe WOW factor!
  • Dealing with vulgarity
  • Coping with insults
  • Dealing with threats
 
  
  

Don’t loose your clients, spend a day with us!!!
Cost: only UGX. 75,000 (Includes Lunch and a certificate)


……….Unleashing Potential in People and Organizations…………

When: 6th April 2018; 9am – 4pm
Where: Eight Winx Hotel Ntinda (Kakungulu Road next to Ntinda Police
Station and opposite Ntinda Primary School)


Book now limited slots left !!!!!
 

Call 0770 829220 to book