PROGRAMME OBJECTIVE
To provide staff who work directly with customers or clients with training in how to develop their service skills. The main focus is on effective communication skills, handling customer/client needs, creating first impressions, building and maintaining strong and lasting customer/client relationship or loyalty.
TARGET GROUP
It benefits staff in the servicing industry, whether private or public sector. Employees with front-line roles in sales, marketing and promotion of company products and image. Also suitable for supervisors and managers who are responsible for their front-line staff, sales team, administration, showrooms and social events.
TRAINING STRUCTURE
This programme is presented by accredited trainers, experienced and qualified in corporate management and skill development training. It is highly participatory, practical and involves small group exercises and discussions. There is an on-going feedback and support.
LEARNING BENEFITS
After completion of this programme, the participants should be able to:
• Identify their internal and external customers
• Describe what excellent customer/ client service means to their organization
• Create good first impression
• Identify and demonstrate active listening techniques to accurately assess customer/ client needs and Expectations
• Demonstrate appropriate verbal and non-verbal interpersonal communication skills
• Use telephone and written communication techniques to improve customer/ client relationships
• Handle customer/ client contacts confidently and professionally
• Use a range of ways to deal effectively with complaints
• Handle difficult behaviour.
DURATION
2 Days
IN-HOUSE CUSTOMISING
This programme can be customised to suit the needs of an organisation for team/ group training. In-house cost applies.
Training outside of Port Moresby is negotiable with conditions.
Needing a specially prepared course for your team and company?
Get in touch by sharing your requirement(s).
