Why You Need Us
Your ability to communicate effectively and manage strategic exchanges increases your productivity and helps you to initiate, sustain and grow positive relationships with your stakeholders. This is especially true as the global economy increasingly becomes a services economy where interpersonal contact and transactions are high.
OUR COURSES
- Exceptional Customer Service & Interpersonal Skills (Two Days)
Summary
With so many choices available to them, customers have increasingly become sensitive and critical of the attitudes of service providers. Unfortunately, rudeness is defined from the perspective of the customer and several businesses have been lost because customers perceived that service providers slighted them. Customers demand courtesy and politeness from service providers.
This course is packaged to equip participants with the contemporary international standards of customer service and politeness that are guaranteed to give them an edge over the competition.
Target Audience
Staff with responsibilities for the Front Desk, Sales/Marketing, Customer Service/Relations and all staff whose functions require a high level of interaction with other people.
Contents
- Giving Exceptional Customer Service
- Courteous & Polite use of the English Language
- Rude Behaviours in Business: Identifying & Avoiding them
- Transactional Analysis
- Understanding the Human Personality Using the JOHARI Window
- Communication & Interpersonal Skills
- Key Account/Relationship Management
- Managing the Difficult Customer
- Taxonomy of Courtesies
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