OVERVIEW. Empower and invest in yourself CUSTOMER SERVICE BASICS. Course Overview

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1 CUSTOMER SERVICE BASICS OVERVIEW Course Overview Empower and invest in yourself

2 2 Course Overview Customer Service Basics onlineacademy.co.za CERTIFICATE IN CUSTOMER SERVICE BASICS When you deal with customers who demand unrealistic outcomes, call you names, yell, or blame you for something you didn t do, you re likely to stumble as you attempt to regroup, recover, and move on. Using powerful phrases (the right words) when you communicate, gives you the confi dence that you re communicating your best. It is all about the words you choose. What you say can make all the difference in how your customers view you and your company. Does customer loyalty still exist? Many think it has forever vanished and that the lowest price is the only thing that keeps a customer returning. Customer loyalty is alive and well. Companies would also tell you that in today s unforgiving marketplace, creating and maintaining customer loyalty is more complex than ever. SHORT COURSE MODULES 01 Customer Service: Basics 05 Customer Interactions (Part 2) 02 The Customer Experience 06 Managing Customer Loyalty 03 Putting Customers First 07 Customer Relationship Management 04 Customer Interactions (Part 1) 08 Building Rapport

3 Course Overview Customer Service Basics onlineacademy.co.za 3 COURSE DURATION 1 HOUR MODULES 8 MODULES 8 HOURS Our online courses and workshop training for continuing professional development, written by professionals for professionals and involving thoughtful online interaction with your peers, go a long way towards resolving issues. The most significant advantage of self-study is the independence it offers. Studying alone allows delegates to concentrate and focus on their studies at their highest level. The phrase soft skills is often used to describe the skills which characterise relationships and other people, or how you approach interactions. For many people, the so-called soft skills are often some of the most difficult skills to develop. Job-related expertise (hard skills) are essential in any profession. However, over the last 10 years, understanding has grown that perhaps soft skills may ultimately be more important in determining levels of success. Hard skills are a basic minimum necessity in order to operate in a particular workplace. Whether or not you are successful in your career may depend on how developed your soft skills are.

4 4 Course Overview Customer Service Basics onlineacademy.co.za CUSTOMER SERVICE BASICS WHAT YOU WILL LEARN Explain the concept of customer service. Identify specific key characteristics and qualities that are required. Be aware of the customer experience basics. Identify customer experience killers. Explain how to utilise the different tools for defusing a customer crisis. Identify the ways to achieving deep acknowledgement. Explain the different methods of communicating with customers. Be aware of the actions that enhance powerful phrases. Handle many different types of personalities. Use powerful phrases for challenging different customer behaviours. Define the principles of customer loyalty concepts. Explain the basic principles of loyalty. Explain the evolution of relationships with customers. Discuss the thinking behind customer relationships. Explain the basic fundamentals of relationship building.

5 Course Overview Customer Service Basics onlineacademy.co.za 5 WHO SHOULD DO THIS COURSE? This short course is designed for the following audience: Persons involved with customer interaction on a regular basis. Young candidates with low customer interaction experience. For this short course, it is advisable that you have the following experience/knowledge: Learners with limited knowledge on the subject. Learners with 1-2 years workplace experience. Learners with fundamental skills.

6 6 Course Overview Customer Service Basics onlineacademy.co.za CUSTOMER SERVICE BASICS WHAT YOU WILL LEARN 01 CUSTOMER SERVICE: BASICS 02 THE CUSTOMER EXPERIENCE Good customer service leads to many benefits. Not only will you gain trust with your current clients, they ll also become a wonderful referral system. Whether it s positive or negative feedback about a product or service, people are writing freely about their shopping experiences. Customer experience is defi ned as your customers perceptions, resulting from all their interactions with your brand. Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed customer expectations. 03 PUTTING CUSTOMERS FIRST 04 CUSTOMER INTERACTIONS (PART 1) There is a lot of bad services out there, and most of it happens because people who serve the public constantly fear the worst, and then react to everyone from a defensive posture. Scratch the surface of most disengaged people who serve the public, and you will fi nd fear. When you deal with customers who demand unrealistic outcomes, are combative, call you names, yell, butt in while you re helping another customer, blame you for something you didn t do, or are agitated, you re likely to stumble as you attempt to regroup, recover, and move on.

7 Course Overview Customer Service Basics onlineacademy.co.za CUSTOMER INTERACTIONS (PART 2) MANAGING CUSTOMER LOYALTY You wish you knew what to say to get back on track, but you don t say anything. Using the right words when you communicate gives you the confidence that you re communicating your best. Your customers perceptions of service will be positive. It is all about the words you choose. Customer loyalty is alive and well. In today s unforgiving marketplace, creating and maintaining customer loyalty is more complex than ever. A lot of companies have not caught up with this newly empowered customer, and the customer experience has suffered CUSTOMER RELATIONSHIP MANAGEMENT BUILDING RAPPORT Business is a people activity, people like to do business with people they know, like, and trust. Ones with whom they have relationships are at the top of the desirable business option list. The stronger the relationships with your customers, the greater will their trust be. Many of us have developed our relationships, or lack thereof, as a result of navigating everyday experiences, and conveniences. Instead of applying conscious effort to relationship building activities, we still hope that relationships will work themselves out for the better.

8 8 Course Overview Customer Service Basics onlineacademy.co.za THE BENEFITS OF ONLINE SKILLS DEVELOPMENT COMFORT Forget about attending classes for hours, sitting in an uncomfortable chair, and suffering from back pain by the end of the day. You will not be bound to physical class sessions when you opt for online education. All learning materials are provided online, so you ll easily access them from the comfort of your office or home. SELF-PACED LEARNING A self-paced system enables learners to make progress with a rhythm that suits them. This does not require attending live sessions; you can access the materials at any time that works for you. If you have to work or take care of your home and children during the day, you can study at night. That s an advantage the traditional educational system cannot beat. LOWER COSTS The fact that online programs are cheaper when compared to the ones held in a traditional campus setting is enough to convince you to consider them. The average tuition for online courses depends on multiple factors, so it varies from one program to another. Note, free courses don t usually come with a certificate of completion. IMPRESSIVE RÉSUMÉ It doesn t matter where your career stands at this moment; completed programs will always look good on your résumé. It will show potential employers that you re committed to learning and that you re eager to obtain more knowledge and new skills. You will certainly become a better candidate for a job promotion.

9 Course Overview Customer Service Basics onlineacademy.co.za 9 COURSE COST R including VAT Have you considered asking your boss to pay? Currently, over a quarter of our learners report that their employer has paid for their course. Pay less with the corporate solution Look at our Corporate Package that offers access to ALL OUR COURSES at a fraction of the individual price. Visit to find out more or contact us at info@onlineacademy.co.za. OTHER COURSES THAT MIGHT INTEREST YOU FUNDAMENTAL WORKPLACE SKILLS PROFESSIONALISM IN THE WORKPLACE Course level: 02 Study field: Fundamental Workplace Skills Course cost: R incl. VAT AVAILABLE NOW Course level: 02 Study field: Fundamental Workplace Skills Course cost: R incl. VAT AVAILABLE NOW

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