CUSTOMER SERVICE EXCELLENCE FOR FRONTLINERS (CSEFF)

This course is aimed at providing the participants with skills necessary for improving the quality of service being rendered to customers.

Certificate will be awarded upon successful completion

FOR WHOM: Customer Service Reps, Call Centre Agents, Receptionists, Secretaries and those interested in customer service related jobs

MODE OF TRAINING: Online

COURSE CONTENT

• Knowing your customers
• Giving a lasting customer experience
• Customer service rules
• Etiquette for telephone interactions.
• Etiquette for face-to-face interactions.
• Etiquette for E-mail interactions.
• Dealing with difficult customers
• Emotional Intelligence
• Dealing with stress
• How to document interactions
• and much more...

CUSTOMER EXPERIENCE SKILLS FOR MANAGERS (CEXM)

This course is aimed at providing the participants with skills necessary for improving customer experience, thereby increasing customer loyalty.

Certificate will be awarded upon successful completion

FOR WHOM: Business Owners, Supervisors, Team Leads and Managers

MODE OF TRAINING: Online

COURSE CONTENT

• How to improve customer experience in order to build customer loyalty.
• Skills for effectively handling customer interaction via multiple channels.
• How to Calculate and Monitor your Customer Satisfaction Rate to keep track of your business process and maximize profitability.
• Customer retention strategies
• How to develop & use a structured feedback system.
• Hiring the best talents.
• Performance & Quality Management techniques.
• Emotional Intelligence for Managers.
• and much more...

EXCEPTIONAL CUSTOMER SERVICE TRAINING (ECST)

This training is most suitable for those who are currently employed and want to become CUSTOMER SERVICE CHAMPIONS. It is a progression training which is more advanced than the CSEFF online course

Certificate will be awarded upon successful completion

FOR WHOM: Customer Service Reps, Call Centre Agents, Receptionists, Secretaries etc.

MODE OF TRAINING: Online/Physical

COURSE CONTENT

• Strategy for delivering exceptional customer service
• Soft skills for impressive customer service delivery
• Crafting a distinct customer service culture
• Framework for face-to-face, Email, social media and phone interactions.
• Cross-selling and Upselling 2.0
• Emotional intelligence 2.0
• and much more...

CUSTOMER SERVICE BOOSTER ONLINE TRAINING

This is a mini online customer service training designed to equip new hires with the requisite skills needed to give good customer service.

FOR WHOM: For new hires taking up customer service related job roles

MODE OF TRAINING: Online

COURSE CONTENT

• What customer service is and how to offer good service
• The skills you need to thrive as a customer service rep.
• Obstacles you may encounter and how to tackle them
• How to troubleshoot customer complaints effectively
• How to document customer interactions for better customer experience
• etc.

HOW TO INCREASE SALES USING CUSTOMER SERVICE AS A STRATEGY

This masterclass exposes to business owners how to maximise their revenue, customer base and relevance using customer service as a strategy

FOR WHOM: Business Owners

MODE OF TRAINING: Online

COURSE CONTENT

• Five ways to improve your customer service for increased customer retention
• How to make more sales conversions and retain your customers by avoiding five (5) interaction errors.
• The professional way of interacting with your customers, in order to boost your business image.
• A simple framework on how to increase sales using customer service as a strategy
• etc

CUSTOMIZED STAFF TRAINING

This is a tailor made training program designed for corporate clients who have specific training objectives, hence, want customized training for their staff.

Certificate will be awarded upon successful completion

FOR WHOM: Business Owners, HR Managers e.t.c.

MODE OF TRAINING: Physical and Virtual

COURSE CONTENT

• Tailored to client needs