•  Handling Customer Professionally      •  Managing Difficult & Demanding Customer Situations      •  Customer Relationship Management      •  Effective Customer Service Skills      •  Effective Client Communication Download a print friendly version HERE (requires Acrobat Reader) Course Title HANDLING CUSTOMERS PROFESSIONALLY Course Code CS: HCP Course Overview The success and reputation of an organisation can be strongly influenced by the way it treats its customers at every point of contact. Building customers’ trust and goodwill through the way you treat them is as vital as what you provide in products and services. Target Audience Front line and support staff who have regular contact with customers and need to recognise the significance of their actions on their company’s reputation and successes. Selected Session Topics - Customer care – nicety or necessity?    • A service era – meeting and exceeding customers’      expectations    • The service complement – competence and care    • Creating loyalty and goodwill - The key impression points:    • Projecting a professional image    • Face-to-face, on the phone and e-mail - Dealing positively with more difficult situations:    • Customer service styles and their consequences    • Saying ‘no’ constructively Key Take-Away - Provides a foundation for understanding the principles,    attitudes, and skills essential for a quality service experience. - Describe ways to create a positively memorable service    experience. - Identify opportunities to excel and build customers loyalty. - Recognise the importance of treating colleagues as customers - Project the right image face-to-face and on the phone. - Turn around customers’ dissatisfaction and complaints. - Say “no” constructively, and give bad news. Back to top Download a print friendly version HERE (requires Acrobat Reader) Course Title MANAGING DIFFICULT AND DEMANDING CUSTOMER SITUATIONS Course Code CS: MD&DCS Course Overview Providing customer service today is not always easy – it can certainly be challenging! Customers often have heightened and (seemingly) unreasonable expectations of service levels. And, given that both customers and service providers are experiencing higher levels of pressure from work and life in general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, recognising that transforming a difficult situation can result in a lifelong ally. Target Audience All staff who have to manage difficult customer situations face-to-face or on the telephone. Selected Session Topics - Causes of difficult    • Causes of difficult    • What makes us difficult? - The behaviour iceberg:    • What’s happening above and below the surface - Different communication channels and their effect:    • Face-to-face, on the phone, written: electronic/letters - Managing our own responses:    • Keeping ourselves in peak condition, emotionally and       professionally - Communicating confidently and calmly:    • Under pressure and saying things in the right way - Strategies for handling dissatisfaction:    •Turning around a tricky situation or complaint - Handling different types of difficult customers - How to say: ‘No’ when you can’t say ‘yes’ - Managing the extremes:    • When and how to address what is unacceptable Key Take-Away - To identify what causes customers to be demanding or difficult   and the consequences. - The benefits to you and your company of turning around a   difficult customer situation. - Know how to stop ourselves taking things personally and   becoming embroiled in an argument. - To recognise and manage your own responses, engaging The   Professional Brain. - To develop strategies for handling different types of difficult   customers. - To handle verbal aggression and ‘put downs,’ - To know when and how to deal with unacceptable behaviour. Back to top Download a print friendly version HERE (requires Acrobat Reader) Course Title CUSTOMER RELATIONSHIP MANAGEMENT Course Code CS: CRM Course Overview Now more than ever, clients judge organisations on the standard of personal service as much as raw product performance. This is particularly true for non-tangible service products. Staff who have direct contact with clients (either business or consumers) need to have a strong understanding of what distinguishes and makes exceptional service. Customer Relationship Management (CRM) is regarded as an important new weapon in the battle to retain customers and deepen the relationship through cross-selling other products. This course has two purposes – first to help staff and management involved in client contact to sharpen their skills, and secondly to give them tools for improving customer service. Target Audience Managers, supervisors and staff involved in managing client service. Selected Session Topics - Defining customer relationship management - The role of Information Systems for CRM - CRM and client segmentation - The role of service elements as part of the product and    brand - Empowering and motivating customer service - How to handle complaints and problems using a model    for service recovery Key Take-Away - Improve the way that clients, internal or external, perceive the   service they receive. - Measure the importance of CRM to business success. - Segment your customer base to identify your most important   customers and how to manage the relationship with them. - Identify how CRM does, or could, give their business a   competitive advantage. - Identify the moments of truth in service industry, as they are   perceived by clients. - Benchmark your own organisation against the leaders in CRM. Back to top Download a print friendly version HERE (requires Acrobat Reader) Course Title EFFECTIVE CUSTOMER SERVICE SKILLS Course Code CS: ECSS Course Overview Effective Customer Service is designed to share with all employees the task and interpersonal skills required for successful customer service – both face-to-face and over the phone interactions. Ultimately, the goal is towards customer satisfaction. Target Audience This course is catered for all employees in any organisation as they are the people providing sales, services and support to customers both internally and externally. Selected Session Topics - Front-line Service: The Vital Link    • What is the Vital Link?    • Moment of Truth    • The Lost Customer - The Customer    • Internal & External Customer    • Colours of Customer    • Expectation vs Performance - The Customer Care Cycle    • What is Customer Care Cycle?    • Strategies to Care for Customers Key Take-Away - Understand how to define a customer. - Understand and explain the components of the customer care    cycle. - Demonstrate the effective use of the various skills they will    need to successfully interact with customers. Back to top Download a print friendly version HERE (requires Acrobat Reader) Course Title EFFECTIVE CLIENT COMMUNICATION Course Code CS: ECC Course Overview Good speaking is a pre-requisite for any form of business communication. It involves not only proficiency in the language and the use of appropriate words and tone of voice, but also the projection of the correct customer service message and corporate image of the organisation. The contents in this course will enable the participants to focus on the correct use of language in business communication, both in face-to-face communication as well as over the phone communication. There will be role-plays and exercise to reinforce the use of appropriate language in situations. Target Audience Personnel who are involved in Public Relations, Customer Relations and Business Negotiations. Selected Session Topics - Introduction    • Understanding the communication process    • Use of proper tone of voice, over the telephone and in       handling customers’ concerns    • Obstacles to good speaking and how to overcome them - Effective Verbal Communication    • The importance of proper pronunciation    • Fluency, pauses and common grammatical errors - Skills for Effective Listening    • Tips to effective listening and skills on active Listening - Skills for Handling Customers’ Concerns    • Handling difficult / irate customers    • Understanding types of customers Key Take-Away - Understand the importance and use of the correct tone of voice. - Practise good customer relations skills, including telephone   skills. - Understand the importance of proper pronunciation and diction. - Practise effective speaking and listening skills. Back to top MORE INFORMATION + View the CPE Programme Schedule HERE (requires Acrobat Reader) + Download the CPE Programme Confirmation Form HERE (requires Acrobat Reader) + View the MDPs Programme Schedule HERE (requires Acrobat Reader) + SIDC Website Link HERE

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