Training Opportunity in Customer Service and Relationship Management Professionals (Sales, Administration, Banking, Finance, Insurance, NGOs, etc) – iPerformance Uganda Ltd

TRAINING OPPORTUNITY IN CUSTOMER SERVICE AND RELATIONSHIP
MANAGEMENT – THE EXTRA MILE PAYS!!!!!
Our website, www.theugandanjobline.com has
advertised over 5000 direct customer service jobs in 2017 alone pre-dominatly in sales
and marketing, administration, banking, Insurance companies, Telecoms, Non-profit
organizations, Oil & Gas, etc. Please have a look at the variety of jobs we
have posted in these areas. Click
Here
. There are many myths that surround relationship management and
customer service management. This training seeks to teach you how to go beyond simply
delivering your product but developing and maintaining strong relationships
with your customers. Many customer care advisors and business people have lost
clients, customers and businesses because today’s businesses are customer
driven and so it is a must for business people to move from product-based
campaign marketing to customer-focused personalized approaches. People want to
feel important and they want to know that you have expertise with their life or
work issue.. 
Rationale of Training:
Do you impress your customers every time you
interact with them? Do you ever wonder why some clients move with their service
providers everywhere they move to? What do these people do that you don’t do?
Ask yourself some questions:
·      
Do you or your staff have the right skill sets to
deliver exceptional customer service?
·      
Currently how do you improve your Customer Service
Skills and approaches?
·      
Do you strive to continuously improve your customer
service?
·      
Do you listen to your customers and their needs?
·      
Do you currently listen effectively to uncover the
customer’s true needs?
·       Are internal customers
understood and prioritized?
·       How many clients have you
retained?
Who is this course for?
This Customer Service Training Course is for
professionals and business people who want to make a significant contribution
to their company’s image or bottom line and make their own lives easier by
consistently providing exceptional customer service. 
Objectives:
·       Understand what customer
service means
·       Recognize how one’s attitude
affects service standards
·      
Master ways to develop & maintain a positive,
customer focused attitude
·      
Develop needs analysis techniques to better address
customer needs
·      
Apply outstanding customer service techniques to
generate return business
·      
Practice techniques for developing good will
through in-person customer service
·      
Formulate take away techniques for service
excellence over the phone
·      
Master techniques for dealing with difficult
customers
·      
Acquire tools for recovering difficult customers
Course Outline
Lesson 1: Who we are and What we do
  • Who are customers (internal/external)
  • What is customer Service?
  • Who are customer Service Providers?
Lesson 2: Establishing your
Attitude
  • Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energised
  • Staying positive
Lesson 3: Identifying and Addressing their Needs
  • Understanding the customer’s problem
  • Staying outside the box (not jumping to conclusions)
  • Meeting basic needs
  • Going the extra mile
Lesson 4: Generating Return Business
  • Following up
  • Addressing complaints
  • Turning difficult customers around
Lesson 5: In-Person Customer Service
  • Dealing with at-your-desk requests
  • Advantages and disadvantages of in-person
    communication
  • Using body language
    to your advantage
Lesson 6: Giving Customer Service over the Phone
  • Advantages and disadvantages of
    telephone communication
  • Telephone etiquette
Lesson 7: Providing Electronic Customer Service
  • The advantages and
    disadvantages
  • Understanding e-etiquette
  • Tips and tricks
Lesson 8: Recovering Difficult Customers
  •   De-escalating anger 
  •   
    Establishing common ground
  •    Setting
    your limits
  •    Managing
    your own emotions
Lesson 9: Understanding when to Escalate
  • Dealing with vulgarity
  • Coping with insults
  • Dealing with threats
Lesson 10: The WOW factor!
BOOK your Place
now!!  (Limited Spaces)
Event: Training
Opportunity in
Customer Service and Relationship
Management
Venue: Eight Winx Hotel Ntinda (Kakungulu Road) next to Ntinda Police Station 
Date: Saturday, 15th July 2017 (9am – 4pm)
Booking Fee: UGX. 60,000 /= only with training certificate and lunch
Contact:  077 0 829220 (iPerformance Office line) 
Don’t loose your clients, spend a day with
us!!!

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