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Customer Care

Achieve higher levels of customer satisfaction by developing skills like making a positive first impression, identify customerís needs, building long-term relationships, resolving complaints and instilling service excellence standards.

Course Overview

The main objective of this programme is to recognize the importance of customers to any organisation and the role that customer care plays in ensuring customer satisfaction and building relationships.

During this highly engaging three day programme, and through practice in the workplace, you will develop specific techniques and awareness to enhance your customer care offerings.

You will learn how to present yourself more confidently to make a positive impression, you will learn how to communicate more effectively and you will develop an approach to solving customer problems and overcoming obstacles.

Course Objectives:

The minimum measurable outcomes that you can expect as a delegate, are:  

  • Correctly identifying a customer
  • Responding positively to internal and external customers
  • Ensuring that customer expectations are always fulfilled
  • Understanding and identifying a customer’s needs  
  • Having the confidence to deal effectively with all customers
  • Exceeding a customer’s expectations

Course Delivery

Facilitator-led sessions where you will be involved in discussions, role playing and solving problems throughout the three days.

Given the practical and participatory nature of the programme, you will be expected to prepare in the evenings for the following day.

Course Assessment

Although there are no formal assessments, such as exams and tests, to earn a certificate of attendance, you are required to:

  • Participate in formative assessments which are conducted during the training through personal one-on-one coaching, questionnaires and observations.
  • Participate in summative assessments which are conducted at the end of the training in the form of exercises and role-plays to test your understanding and the skills developed.
  • Attend all 3 course days

Course Content

You will gain theoretical knowledge and practical skills in the following subject areas:  

  • Creating positive first impressions
  • Identifying customer personalities to respond appropriately
  • Building rapport  
  • Making effective use of different types of communication
  • Handling complaints effectively and resolving them positively
  • Developing positive client relationships  
  • Servicing internal customers
  • Overcoming customer obstacles
  • Developing ‘Moments of Truth’
  • Developing service excellence to enhance business culture  
  • Creating a positive image to gain trust and respect
  • Identifying and overcoming the customer service stumbling blocks an organisation may face.

Course Prerequisites

No prior experience is required.

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