Training Programmes

Customer Relationship Skills (CRS)

Customer Relationship Skills

Offered in-house. Two or three full days. Recommend up to 16 delegates (flexible).

You may be losing customers because you’re not providing value, or your customer service is poor. Your value offering you can address, but only a change in company culture will address the 2nd. Because when your customers have the choice they choose great experiences. We want that to mean choosing you.  Memorable service is provided only by nice people who are friendly and helpful – and do what they say they’ll do, correctly and on time. And that’s what we’re really good at. Changing culture and installing customer efficient attitudes and practices.

In order to help us to help you please complete and submit our online client discovery questionnaire or request a call. We’ll get right back to you. We look forward to meeting you!

Great customer service is now a standard expectation in the marketplace. Businesses that fail in this respect suffer cataclysmically, often blissfully unaware that they are haemorrhaging customers. Whilst most of us are adamant we provide good service to others, we ourselves report often receiving poor service from others. We reason that whilst we deliver just  fine, we do not receive the same in return. Therein (we have discovered) lies an opportunity – and it’s a big one. Just ask our customers…

How are your people treating the folk who paid last month’s bills – your current customers?

Addressing the customer service divide and its issues too often falls into the low priority or “nuisance” category. When things go wrong, customer relations may be highlighted as a concern, but by then the culture is already entrenched.

Seemingly soft issues are ignored when all is well. It has been shown in countless organisations that only proactive intervention will change a poor service level culture – it will never change on its own. Humans tend to be big on expectation but not quite as big on delivery – similar perhaps to our relationships. A true “customer service culture” in organisations remains rare, as is a practical method of reversing bad habits. That’s why we’ve designed, perfected and continue to receive orders for our uplifting 2-day “Customer Relationship Skills” (CRS), delivered by quite extraordinary facilitators. Because it creates a lasting customer service culture.

Customer Service Training (CRS) Course Content

The “river of life” introduction

The “river of life” introduction

The customer chain

The customer chain

Customer service philosophy

Customer service philosophy

Attitude adjustment

Attitude adjustment

Managing for customer care

Managing for customer care

Personality/social styles

Personality/social styles

Communication

Communication

Telephone etiquette

Telephone etiquette

Problem Solving

Problem Solving

Giving and taking criticism

Giving and taking criticism

Skills implementation

Skills implementation

Motivation to succeed

Motivation to succeed

Customer Service Training Objectives

The customer service training course provides the philosophy, tools and understanding to create strong and lasting customer relationships with internal and external customers, and to successfully handle difficult situations and upset customers. This is followed by skills implementation and a motivational close.

Accreditation and unit standard alignment

The Congruence Group has been delivering innovative and outcomes based customer service training since 1996. Congruence Training (Pty) Ltd has been an accredited provider of learning and development through the Services Seta (#0552) since 2005.

Tell Us About Your Specific Requirements

In order to assist us to provide you with an accurate proposal kindly click below to complete our online course information questionnaire.