"Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way?" - Jeffrey Gitomer
Greetings,
It’s all about creating an amazing customer experience. And, creating customer amazement isn’t hard. It’s something we can all do, and be good at it. And, not just good, but amazing! Delivering amazing customer service isn’t just for people on the front-line or in customer-facing jobs. It’s everybody’s job, from the CEO to the most recently hired employee. Because…
Customer service isn’t a department; it’s a philosophy.
It means adopting the right mindset and having the right attitude about our customers, both internal and external. It’s about everyone, regardless of their position, being a leader and role model when it comes to creating amazing service.
Join us on 20th and 21st February 2014 for a seminar on Customer Service for Frontline Staff.
Kind Regards, Marie Ekeno
"I am glad to have been in this seminar where the instructor is friendly, interactive, engaging and listens to everyone. I learnt from her and also from others in the group. It’s been interesting and I have learnt a lot; to put into practice my role. I would recommend to many." - Kevin Kori, Administration – Internal/External Customer Care, Millward Brown E.A Ltd
Read on for details below <///> View details on our website <///> Download course details (PDF)
Customer Service for Frontline Staff
Who Should Attend:
Anyone who is a touch point to the customer – directly or indirectly, who wants to improve their working relationship both with external and internal customers. [Customer Service, Finance, Technical Support, Documentation, Credit and Collections, Human Resources, Information Technology, Help Desk, Administrative, Sales Support]
Seminar Information:
Event Date: 20th & 21st Feb 2014
Duration: 2 Days
Time: 8:30AM - 4:30PM
Venue: Sarova Stanley Hotel, Nairobi, Kenya.
Charges: Ksh. 36,500 + VAT (Ksh. 5,840) = 42,340 Per Participant / $500 USD
Charges Include: Professionals fees, Learning materials, Meals & Refreshments
Charges do not Include: Accomodation, dinner and travel
Key Topics Include
Customer Service - What Is It?
- What is customer service?
- Service as a competitive weapon
- Quality from the customers’ perspective
- Exceeding customer expectations
- Customer service value
- Case study of good customer service
Communication Skills
- Face to face communication
- Telephone manner/etiquette
- Body language
- Non-verbal communication
- Questioning techniques
- Active listening
Handling Difficult People and Situations
- Types of difficult situations
- Handling difficult people
- Complaints management
- When they want to talk to the manager
- Letting off steam
- Separating people from issues
- Not taking it personally
- Having the right attitude to complaints
Customer Behavioral Styles
- Personality types
- Adjusting styles for better communication
- Motivating factors
- What annoys each style
Stress Management and Self Motivation
- What causes you stress?
- Identifying your stress symptoms
- Stress busters
- Self motivation - what can I do?
- Positive attitudes
- Changing your self-talk
Call Marie or Jane for Reservations on our telephone lines below or pay us a visit at our offices.
Phone: +254-20-230-8975, Safaricom: +254-718-860-470, Airtel: +254-788-514-041
OR email us on: bookings@xxxxxxxxxxxxxxxxx
OR click the following link to reserve a spot online:
Get an extra slot absolutely FREE for every three reservations made.
Get 5% discount on advance (2 weeks before the event) bookings and payments.
What others who participated in this seminar had to say:
NAME: Richard Owuor Odhiambo
ORGANIZATION: Kenya Ports Authority
POSITION/RESPONSIBILITY: ICT Support Officer
RICHARD'S VIEW: Being an ICT officer whatever I have achieved is of much importance to me as a person and will make me add more value to our organization to enable it achieve its main VISION and MISSION which is to be “A WORLD SEAPORT OF CHOICE BY THE YEAR 2030”
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NAME: Kevin Kori
ORGANIZATION: Millward Brown E.A Ltd.
POSITION/RESPONSIBILITY: Administration – Internal/External Customer Care
KEVIN'S THOUGHTS: I am glad to have been in this seminar where the instructor is friendly, interactive, engaging and listens to everyone. I learnt from her and also from others in the group. It’s been interesting and I have learnt a lot; to put into practice my role. I would recommend to many.
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NAME: Mourine Magero
ORGANIZATION: Express Shipping and Logistics (E.A) Ltd.
POSITION/RESPONSIBILITY: Administration Officer
WHAT MOURINE FELT: Have learnt a lot and will deliver services. Instructor was friendly. She was very welcoming person. To encourage her to do more to others as she did to us.
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NAME: Catherine
ORGANIZATION: Kenya Ports Authority
POSITION/RESPONSIBILITY: ICT Support Officer
YOUR TESTIMONY: The course outline was relevant and up to date. It was well organized and hope to have more courses with your organization in future. The lecturer was kind and easy to understand (fluent). Job well done!
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NAME: Esther Wangeci Muturi
ORGANIZATION: Swissport Cargo Services
POSITION/RESPONSIBILITY: Accounts Assistant
YOUR TESTIMONY: The Customer Service training was very beneficial, interactive, entertaining, educative .Especially the trainer was very knowledgeable of what she was teaching. Well done.
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NAME: Carole Muema
ORGANIZATION: GS1
POSITION/RESPONSIBILITY: Membership and Communication
YOUR TESTIMONY: It was very informative and interactive session.Learnt so much about how to handle different issues and people in general. Made a lot of friends which indeed expanded my network.
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