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Module 1: Our culture, spirit and customer focus and the competitive edge they provide
Content
- our company’s market positioning and the importance of our
customer focus
- key customer needs and our part in meeting them
- our corporate image: objectives and opportunities
- customers, customer loyalty and our social and personal skills
- body language, personal space and other aspects of behaviour
today
- communication and interpretation
- handling complaints
- active listening and dealing with objections
- exercises using practical examples (difficult workday situations)
- what I can do to help retain our customers.
Module 2: Making the customer feel valued and appreciated
Content
- customer contact situations
- the anatomy of a communication
- typical customer behaviours
- our customer-contact behaviours
- win-win worktools
- relationship-building communications
Module 3: Stress and conflicts in dealings with the customer
Content
- causes of stress, and stress and conflict situations in customer
contact
- key facts about stress
- demands on ourselves
- conflicts and conflict behaviour
- strategies for resolving conflicts
- dealing constructively with conflicts, and conducting conflict
discussions
Please contact us if you would like further information on admission requirements, tailored modules, course lengths, dates and/or fees.
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