Customer Care Excellence

Course Objectives:

The objective of Customer Care Excellence is to give participants an introduction into the service industry in general as well as their roles and responsibilities as brand ambassadors of the Company.

The three (3) days course involves the skills and knowledge required to apply customer service skills to relevant workplace operations including elements of quality customer service, deliver exceptional customer service and contribute to contact centre efficiencies by understanding the “how” and “why” their role is of importance to the customers.

Learning Outcomes:

• Identify skills and knowledge to deliver enhanced efficiencies

• Define and apply dimensions of quality service

• Discover the art of communication

• Leading successful telephone conversation

Audience:

Junior to intermediate Call Centre Agents, whose prime customer service interaction, is over the telephone.

Benefits:

• Understand the dimensions of customer service

• Identify customers’ needs, wants and expectations before they have to share it

• Understand and interpret the communication model

• Apply effective communication, questioning and listening skills

• Increase customer satisfaction through being an attentive agent

• Understand the value of the agent’s contribution to the contact centre and the Company

• Understand the elements of service recovery

• Deliver excellence