Company Name: Apsol Training Telephone: Fax: Cell Phone: Email: leonapsol.co.za Website:

Course Title:   Customer Service - 1 day

Listening, Responding, and Resolving

Customers service basics

·Sharing customer expectations

·Defining your customers

·Identifying why customers call

·Identifying top customer service pitfalls

·The service culture

·Supporting a customer service culture

·Customer service as a process

Customer service skills

·Organization skills

·Identifying your products and services

·Prioritizing activities

·Identifying procrastination techniques

·Grouping tasks into batches

·Communication factors

·persuasive words and voice techniques

·Discussing body language

·Personal motivation

·motivating and unmotivatingfactors

·Identifying the benefits of motivation

·Identifying your career goals

·Developing your motivation

·Identifying causes of stress

·Discussing stress-reduction techniques

Greeting customers

·Greeting overview

·Discussing moments of truth

·Discussing ways to greet customers

·Phone and e-mail messages

·Developing voice-mail messages

·Developing e-mail messages

·Rapport

·Brainstorming ideas for building rapport

·Focusing on the customer

Listening and questioning

·Listening

·Discussing the cost of poor listening

·Improving your listening skills

·Questioning

·Identifying question types

·Discussing the examination process

·Developing questions

Responding

·Responding to customers

·Discussing challenging customer service situations

·Creating bridging statements

·Resetting expectations

·Discussing misconceptions

·Using words that work

·Using words that don’t work

·Rewording undesirable phrases

·Working toward solutions

·Discussing Responsive CARE

·Working on negotiating strategies

·Practicing negotiation

Resolving issues

·Customer appreciation

·Discussing ways to acknowledge your customers

·Cross-selling and up-selling

·Follow-up techniques

·Discussing ways to show customer appreciation

·Discussing ways to go the extra mile

Using what you’ve learned

·The implementation phase

·Recording ideas from satorimoments

·Committing to improvement

·Resources and tools

Course Title 2 Customer Service - 1 day Classification Business -> Customer Service Course Requirements Prerequisites None Minimum of 4 delegates must be booked on this course to progress. Price Notes

Course Information Location Western Cape - Cape Town Course Type Full-time Start Dates Length of Course 1 Day Final Registration Date

Contact Details Name Apsol Training Phone 021 9793251 Email leonapsol.co.za