P-E Corporate Services SA (Pty) Ltd Management Consultants

Winning With Customer Service

A two-day programme for employees and their supervisors

Offered as a public or in company training course

Everyone in the organisation is in Customer Service – whether in a frontline position or providing a support function. The purpose is to provide service to both external and internal customers at a level that meets and exceeds their expectations without losing sight of the profit goals. Internal service quality (the service provided by colleagues, sections and departments to each other) has a direct effect on the external service quality of the organisation.

Research also shows that 68% of customers that ‘quit’, do so because of the behaviour and/or attitude of the contact person. The Winning with Customer Service programme has been designed to ensure effective knowledge and skills learning and transfer to the work situation. During the course, practical knowledge and skill development is facilitated by audio-visual presentations, discussions, experiential learning exercises and self-discovery.

What Participants Will Learn

Delegates obtain knowledge, conceptual understanding and behaviour skills that will also enhance a strong service attitude. The application of the skills learnt will lead to the triple-win concept whereby the customer wins, the organisation wins and the employee wins. The training programme consists of two modules of one day each. The areas covered by each module are as follows:

Module 1 Knowledge, Conceptual and Experiential	Module 2 Behaviour Skills
Service Irritators	Analysing Own and Other Behaviour Styles
World Class Service Dimensions	Determining the effect of Own Behaviour on Others and Vice Versa
How the Service Champions do it	Learning Behaviour Flexibility towards win-win