CUSTOMER CARE TRAINING COURSE. New Safari Hotel, Arusha. Customer
service is the cornerstone of a solid and thriving business. To be successful in ...
CONFEDERATION OF TANZANIA INDUSTRIES PROUDLY PRESENTS:
CUSTOMER CARE TRAINING COURSE New Safari Hotel, Arusha Course Overview Customer service is the cornerstone of a solid and thriving business. To be successful in Customer Care requires an understanding of customer expectations and the skills to excel in those expectations, even when faced with difficult customers. A focused awareness of customer’s expectations, brought about by use of highly developed communication skills, will lead to a more profitable relationship, satisfactory to both company and client. Good Customer Service turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate ones. This training program is for professionals who want to make a significant contribution to their company’s image and make their own lives easier.
It costs six to thirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of an existing customer.
General Objective This training will help individuals to gain an understanding of what it takes to obtain and retain customers, deliver excellent customer service and manage business to the point of growth.
Objectives At the end of the training participants will: • • • • • • • • • • •
Appreciate how customer service efforts impact company profits; Understand that internal customer service is just as critical as external customer service; Prioritize and focus on the top expectations of customers; Identify one’s own personality style and the personality styles of customers; Apply personality knowledge to communicate more effectively with customers; Have influence in the organisation by documenting customer concerns; Make better choices to improve attitude; Develop a personalised strategy for improving listening skills; Choose vocabulary that is calming and persuasive; Refer to a recovery system for turning angry customers into happy repeat customers; Practice a three step system for maintaining professionalism and composure when dealing with irate customers.
Course content • The Financial Impact of Service »» Repeat Business • Customer Service is an Attitude not a Department »» Internal and External Customers »» Internal Service is just as Important as External Service • Customer Expectations »» Focusing and Prioritising the Top Expectations of Customers »» Creating a Service Mission Statement to stay Focused • Attitude »» Attitude is a Choice that is Controllable »» A Formula for Success • Having Influence in the Organisation »» Understanding the Two Levels of Customer Service »» Documenting Customer Concerns • Personality Styles »» Understanding Styles »» Typing Ourselves and Others »» Applying to Customer Relations and Team Building • Listening Skills »» Styles of Listening »» Removing Obstacles to Listening »» Practicing Proactive Listening Habits »» Handling Customers With Listening Problems • Telephone Techniques »» Standing Out From the Competition »» Doing the Basics Better: Greetings, Holds, Transfers, Calls, Voicemail • Vocabulary »» Keeping Customers Calm with Words »» Persuasive Language Patterns to Gain Cooperation • Angry Customers 5-Steps from Angry to Repeat Customer 3-Steps for Maintaining Our Composure
Date Date and and Venue Venue
28th and 29th April, 2010 from 08:00 to 17:00 hrs at New Safari Hotel, Twiga Hall, Boma Road (Opposite TTCL Arusha), Arusha.
Application Deadline 10:00 hrs on 24th April, 2010
Target group Product, brand and advertising managers, marketing Managers/officers, Sales Managers/Officers, Public relation managers/officers, front desk and help desk officers, customer service/care officers.
Your Investment TZS 250,000/- and TZS 270,000/- per participants for members and non-members respectively to cover registration, seminar materials, refreshment and lunch. Participation fees should be paid in advance by Cash or Cheque in favour of Confederation of Tanzania Industries. Travel and accommodation expenses shall be borne entirely by individual participants who are recommended to make advance bookings as soon as possible. For booking and detailed programme, please contact: Confederation of Tanzania Industries, NIC Investment House, 9th Floor, Samora Avenue, P. O. Box 71783, Dar es Salaam, Tanzania. Tel: 2114954, 2123802, 2130327, Mobile: 0713 664341. Email:
[email protected]
Certificate of participation will be issued to each participant on successful completion of the Seminar.
