Training Programmes
Practical Customer Service Skills (PCSS)
Practical Customer Service Skills
Two full days. Recommended 10-15 delegates. In-house only.
PCSS as we affectionately call this programme, is modelled on the content of CRS (Customer Relationship Skills) but delivered at a pace that accommodates NQF level 2 learners. This solves the problems associated with transfer of customer service skills to different levels in any organisation. The emphasis is on practical, work related examples to illustrate learning principles, implementation and the active transfer of sustainable skills into habits. The advantage of this parallel programme is that employees at different levels in the organisation are trained on similar material, resulting in the generic principles being shared at all levels.
Using the unique storytelling mediums like industrial theatre, total customer service is brought to the workers in an organisation. Real workplace situations are acted out bringing core concepts to life in a manner to which all delegates can relate. An inter-active and enjoyable learning experience. (Duration 2 or 3 days, for 12-16 delegates and offered in-house only )
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Course Outline
- The “river of life” introduction
- The customer chain
- Customer service philosophy
- Attitude adjustment
- Personality/social styles
- Responsibility for customer care
- Communication
- Telephone etiquette
- Problem Solving
- Giving and taking criticism
- Skills implementation
- Motivation to succeed