Customer care and telephone skills Course


Course Cover

Register for this course

We are proud to offer this course in a variety of training formats to suit your needs. We use the highest quality learning facilities to make sure your experience is as comfortable as possible. Our face to face calendar allows you to choose any classroom course of your choice to be delivered at any venue of your choice - offering you the ultimate in convenience and value for money.


I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].

I Want To See More Dates...

Unfortunately, we do not have any dates scheduled at this time. Do you have a date in mind when you would like to take your training?

Request Custom Schedule

Contact Us on (+254) 715 077 817 / (+254) 792 516 000 or email us [email protected].


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

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Course Administration Details:

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional 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 with 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 for 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]/[email protected]

Mob: +254 715 077 817/+250789621067

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 Tel: +254 715 077 817/+250789621067

Mob: +254 792516000+254 792516010 , +250 789621067 ,or mail [email protected]/[email protected]

PAYMENT

Payment should be transferred to IRES account through bank on or before start of the course.

Send proof of payment to [email protected]/[email protected]


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# Job Title Organisation Country
1 Eldoret Water and Sanitation Kenya

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