INTRODUCTION
Good customer care depends on staff acting with professionalism and self-confidence. This course will help new staff to practice good customer care and is an enjoyable refresher for more experienced front line staff.
Duration
5 Days
Who should attend
The course is suitable for anyone who comes into contact with customers - either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.
Course Level:
Course Objectives
This course will ensure you can listen well, establish customer needs and handle tricky situations - that is, give good customer service. You will know how to check your organization is using its resources wisely and providing good value for money. There will be opportunities to develop your communication skills and focus on customer needs.
Course Outline
- your 'customers'
o who they are
o how they see you
o what they want from you - customer care and customer service - two sides of the same coin
- the values, vision and mission of your organisation - how customer service helps achieve all three
- the skills of providing good service in person and on the phone
- dealing with difficult customers and complaints
- telephone do's and don'ts
- anger management
- building relationships
- assertiveness
- personal presentation
- listening skills
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
ACCREDITATION
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
TRAINING VENUE
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
ACCOMMODATION AND AIRPORT PICKUP
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
TAILOR-MADE
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
PAYMENT
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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