POP Online

Customer Service Excellence Training
(Customer Service Training)

Our Customer Service Training / Customer Service Excellence Training courses are offered throughout South Africa
– Cape Town, Durban, East London, Johannesburg, Port Elizabeth –

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Customer Service Excellence Training


This Customer Service Excellence Training is suitable for all employees

Course Duration: 2 days NQF LEVEL: 4
Course Objective:

The internal customer value chain is vital for external customer service.

Through this Customer Service Excellence Training course, your employees will learn how to build the culture of great internal customer service within and between your teams, and thereby deliver outstanding service to your external customers.

Course content and outcomes:
 

Through this Customer Service Excellence Training course, delegates will learn:

Day 1

  • Understanding the importance of internal and external customers
    •   What great internal customer service looks like
    •   What great external customer service looks like

  • Building the culture of great service
    •   The principle of CARE
    •   What do organizations with high repeat business have in common?
    •   Killer phrases that destroy customer retention
    •   Teamwork and the service chain
    •   Analysing the service culture of your company
    •   Basic telephone skills essential for great customer service

  • Understand the basic needs of every internal and external customer
    •   The 4 basic needs of every customer
    •   The 3 V’s of communication
    •   Active listening skills
    •   Body language

  • Attitude and competencies essential for a customer-serving employee
    •   The importance of attitude & valuing yourself in customer service
    •   Attitude – sending out a positive attitude in every way
    •   Effective communication as a customer-serving employee

Day 2

  • Understand the customer value chain in your organisation

  • Processes for frequent feedback on internal customer service
    •   Service Level Agreements – Identifying internal customers’ needs and expectations
    •   How to communicate your team’s needs – and get great service
    •   How to build a serving attitude within your team

  • Create collaboration across teams for inter-departmental teamwork

  • Relationship building skills for great customer service

  • Handling internal and external customer complaints

“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” ~ Mahatma Gandhi

To enrol delegates on one of our Customer Service Excellence Training courses, click the link below:

pdf image - Customer Service Excellence Training

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