Customer Delight Level 2

Introduction:

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services. In a buyer’s market, customers call the shots. Customers are counting the pennies and looking for better value for money. To make you and your organization the preferred choice is to give your customers excellent customer service. Good customer service is as important today as the product or service itself. Poor customer service loses business: good customer service reaps the reward of repeat business. But better doesn’t necessarily mean cheaper. For many it means reliable, cost effective, well supported ‘service’. Delivering excellent customer service is a large part of that good quality that people are willing to pay for even during hard times.

Supervisors and officers today play an important role in the organization. They are the role models for employees. Employees observe their supervisors’ communication skills and customer service skills with others and, ultimately, learn to use the same techniques in their professional and personal relationships.

When customers receive poor customer service, they would think poorly of the organization. The key to successful customer service is to have knowledgeable and motivated supervisors and officers that have been well developed through effective Customer Delight– Level 2. This training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier.

Food for thought…

“Acquiring new customers can cost five (5) times more than satisfying and keeping your existing customers.”

How Will You Benefit

At the end of the training program, participants will be able to:

• An insight of supervisory challenges and how to overcome these challenges
• Interpersonal skills that help you to communicate, listen and handle conflicts
• Become more effective at influencing others
• Accomplish goals and control outcomes when dealing with staff, peers, management and otherdepartments
• You would learn how to work with groups and teams to solve problems and accomplish projects
• Hold performance discussions that result in changed behavior and enhanced productivity
• Analyze your style of behavior and recognize your strengths/weaknesses

Who Should Attend

Supervisors and officers who wish to add vitality to their current supervisory skills and competencies.

Methodology

Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations and discussions. Extensive use of Audio-visual-aids.

Module