Customer Care

Start Date: 2023-03-13 End Date: 2023-03-17

Scheduled Dates:

   13-17 March 2023

   16-20 October 2023  

Venue:                     Windhoek, Namibia

Duration:                 5 days

Course Fee:             USD 1700.00

Course Description

In today’s dynamic and evolving world, consumer expectations are continuously increasing as technological advances such as smartphones and apps open new frontiers of convenience, speed, and transparency for private sector customers. As the demand of quality services is increasing daily in the private sector so is the public sector as well. Government agencies at every level can gain completive advantage by putting the needs and wants of citizens first. The benefits of a customer-centric strategy aren’t limited to private sector businesses. Numerous complaints have been registered with the public sector as it fails to deliver exceptional quality service its citizens. With consumer expectations increasing, it is with no surprise that interactions with government agencies frustrate and disappoint many people. However, this training course is designed to bridge the gap through imparting knowledge and skills required for professional and world-class client service.

The Aims of the Course

The course aims to:

• To develop and fine-tune customer service skills.
• Provides the foundation for quality customer service and focuses on building life-long customer relationships strategies.

Course Objectives

By the end of this training, delegates should be able to:

• Demonstrate an in-depth understanding of the benefits of good customer care in the public sector
• Establish a proactive customer-centric public-sector service vision
• Engage more effectively through actively listening
• Understand the difference between ‘hearing’ and ‘listening’
• Active Listening
• High Emotion - Low Intelligence
• Increase their awareness of communication behaviours
• Manage a Brainstorming Environment
• Paraphrase and restate for clarification
• Identify ways they can add value to customer relationships and exceed expectations
• Practise how to turn customer service disappointment into a positive experience
• Manage and encourage constructive collaboration

Target Group

• Secretaries & Personal Assistants,
• Staff submitting tenders & proposals,
• OHS Representatives,
• Junior & Middle Managers and Salespeople