Management of your Customer Service

Course Overview:

Today’s managers must be conscious of a variety of techniques and best practices to ensure their continued effectiveness. This two day course is aimed at both the employee new to the position and existing managers who have little or no formal training in customer service techniques.

Course Objectives:

•    Understood the key aspects of Customer Service
•    Established customers expectations
•    Evaluated the organisations strengths and weaknesses
•    Identified ways to improve the quality of the organisations customer care initiative
•    Practiced dealing with customers and discuss how to use the situation as a learning experience
•    Explored ways to train and motivate staff in customer care skills

Course Content:

•    The Role of the Manager
•    Understanding Communication
•    Communication skills
•    Being assertive
•    Interpersonal skills
•    Relationship strategies
•    Communicating at different levels
•    Dealing with difficult customers


Two Days

WS Training is affiliated and associated with the following organisations: