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Excellent Customer
Service course

 


 

 

  • Excellent Customer Service

Course Date  City Course Times    Cost  
July        
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
August        
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
September        
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
October        
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book

Course Date  City Course Times    Cost  
       
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
       
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book

Excellent Customer Service

Course Description

Excellent Customer Service - A Practical Approach course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.

 

Target Audience

The target student for this course is someone who currently works in the customer service field and wants to become a better customer service representative. Students do not need to have experience in the customer service field to succeed in this class.

Excellent Customer Service

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1. Customer Service Basics

  • Topic A: Customers
  • Topic B: The service culture

 

2. Customer Service Skills

  • Topic A: Organization skills
  • Topic B: Communication factors
  • Topic C: Personal motivation

 

3. Greeting Customers

  • Topic A: Greeting overview
  • Topic B: Phone and e-mail messages
  • Topic C: Rapport

 

4. Listening and Questioning

  • Topic A: Listening
  • Topic B: Questioning

 

5. Responding

  • Topic A: Responding to customers
  • Topic B: Resetting expectations
  • Topic C: Working toward solutions

 

6. Resolving Issues

  • Topic A: Customer appreciation
  • Topic B: Follow-up techniques

 

7. Using What You've Learned

  • Topic A: The implementation phase
  • Topic B: Resources and tools

Course Date  City Course Times    Cost  
July        
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
August        
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
September        
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
October        
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book

Course Date  City Course Times    Cost  
       
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
       
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book

Course Date  City Course Times    Cost  
July        
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
August        
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
September        
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
October        
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book

Course Date  City Course Times    Cost  
       
09 Jul - 10 Jul Cape Town 0830 - 1600    R5100 Book
30 Sep - 01 Oct Cape Town 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Durban 0830 - 1600    R5100 Book
30 Sep - 01 Oct Durban 0830 - 1600    R5100 Book
       
09 Jul - 10 Jul Midrand 0830 - 1600    R5100 Book
16 Sep - 17 Sep Midrand 0830 - 1600    R5100 Book
       
06 Aug - 07 Aug Pretoria 0830 - 1600    R5100 Book
14 Oct - 15 Oct Pretoria 0830 - 1600    R5100 Book