KSM Management Consultants presents EXCEPTIONAL CUSTOMER SERVICE and CUSTOMER CARE SKILLS workshop.

6^th- 7^th August 2020  |   Lusaka

For reservations, inquiries and /or requests for Course Content contact Keisha on: 

0764241837 / 0955750070 / 0961468239 / 0211 295486 or 

Email- This email address is being protected from spambots. You need JavaScript enabled to view it.. 

WORKSHOP OVERVIEW

Organizations exist to provide products and services. How good your customer care is out rightly determining how many endorsements you get, How much loyalty you earn from them, and that also determines how fast your business will grow in the long run.

Every interaction at every part of the organization affects the experience and impression your customers, stakeholders and audience leave with. As a result, it is crucial that all touchpoints of an organization are brand ambassadors to deliver exceptional customer service.

Many organizations have had a high employee or client turnover not because the service they offered was not relevant to society but because they simply did not master the art of excellent customer care which forms the basis of improved customer skills, higher employee engagement, improved customer service skills and finally increased customer satisfaction.

WHY SHOULD YOU ATTEND?

Evaluate case studies to customer service in action identify excellence.

COURSE OBJECTIVES

• After the training, participants will: 
• The true meaning of customer service/handling.
• The customer in general. 
• How to measure customer satisfaction and attain it.  
• The value of having the right skills and attitude.
• The value of a complaint.
• Customer service techniques.
• Effective communications.
• Grooming and Etiquette.
• Service recovery.
• Emotional intelligence.
• Resourcefulness
• Improving campaign targeting.
• Reduced-order entry cost and customer service cost.
• Customized marketing on sales campaigns.
• Improved customer service loyalty and retention.
• Relationship management.

WHO SHOULD ATTEND

Customer Service Professionals, Managers, Quality Management Personnel, Voice of the Customer Analysts, Brand Ambassadors and Entrepreneurs. All specialists are responsible for building and sustaining their companies reputation for customer service excellence. All marketing professionals looking to gain and maintain a compelling strategic edge. 

COURSE CONTENT OVERVIEW 

DAY 1

• Improved customer service delivery.
• Positive attitude change towards execution of customer complaints.
• Effective communication with customers.
• Provide a step-by-step guide to design, implement, monitor and communicate customer service programs that enhance customer experience and building customer loyalty.
• Understanding the concept of plus one and the value of exceeding customer expectations in each customer interaction.
• Understanding what true customer loyalty is and the importance of their role to ensure a positive customer experience.
• Understanding customers, assuring stakeholder buy-in and encouraging employee engagement at any level.
• How to take ownership.
• How to be responsive.
• The proper way to ask for feedback.
• Understanding the concept of customer service and how it takes place.
• Understanding why exceptional customer service is essential to business.
• REVISION/QUESTION & ANSWER SEGMENT

DAY 2

• RECAP
• Understanding the role of the individual and how that impacts customers.
• Discuss the importance of customer service from a cost perspective.
• Identify how customer complaints impact upon the organization.
• Apply the basic aspects relating to the importance of customer service in everyday life.
• Using factors which impact upon customer service (specifically in the work environment) in relationships, life skills and etiquette to positively influence the customer experience and develop techniques to motivate staff.
• Realignment of thinking about customer complaints and understand the opportunities in each challenging customer situation.
• How to provide practical information on how to implement customer satisfaction, research defines a customer service improvement program at any level.
• How to keep a positive mental attitude.
• How to seek opportunity and maximize it.
• Q & A Session

Early Bird Offer

10 % Discount on bookings and payment made 5 (days) workdays before the training date.

REFERRAL OFFER

Refer and convince 5 (five) participants in your network to register and pay; and enjoy 50% Discount on your own training. Ensure your referee (the person you referred) submits your name, phone and email as the person who referred them when they register. 

FEES

Three Thousand Kwacha (K3,000) only Inclusive of Tax, course materials, meals, teas and certificate. This excludes accommodation and transport.

CLARIFICATION AND BOOKING CONTACT DETAILS:

For reservations, inquiries and /or requests for Course Content contact Keisha on: 

0764241837 / 0955750070 / 0961468239 / 0211 295486 or Email- This email address is being protected from spambots. You need JavaScript enabled to view it..