Pioneers in Global Leadership and Quality Management 

DATES AND VENUES

also available for 10 day training courses and 2 to 3 days In-House 

email us, ​​​​​​Chat with us, on WhatsApp or Chat system below or ​Simply leave us a Message on the Chat system and we'll get back to you

20 – 24 January 2020
​The Capital Hotel, Sandton City,
South Africa


23 – 27 March 2020
The Capital Hotel, Sandton City,
South Africa


11 – 15 May  2020
​​​Laico Regency Hotel
Uhuru Hwy, Nairobi, Kenya



20 – 24 July 2020
Golden Tulip Hotel, Al Bashar , Dubai,
United Arab Emirates



21 – 25 September 2020
​​​
The Premier Cape Manor Hotel,
Waterfront, Cape Town, South Africa


23 – 27 November 2020
​​​
The Capital Hotel, Sandton City,
South Africa

Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics.


There have been so many changes in customer expectations and with service delivery, in this must attend for any organization training seminar, you will learn how to find and use the right information to understand what your customers want and what will delight them. When you know what drives loyalty, the key to success is in rigorously providing what they want and looking for any changes in needs and expectations. You will learn advanced tools and techniques to grow and nurture your customer base using the best advertising of all – word of mouth.


This Training workshop will include Identifying and understanding the elements of a customer relationship strategy, Evaluate customers’ needs and the triggers and motivators that are important, Understand how to manage customer data and analyse it, Plan a customer service programme to ensure customer retention and loyalty, Deliver consistent service and measure and demonstrate its success

This training will include:

  • Identifying and understanding the elements of a customer relationship strategy, Evaluate customers’ needs and the triggers and motivators that are important, Understand how to manage customer data and analyse it, Plan a customer service programme to ensure customer retention and loyalty, Deliver consistent service and measure and demonstrate its success


 
Impact to you and your Organization:

  • Critically review the customer acquisition and retention strategies of leading organisations as benchmarks for success
  • Assess and review your value proposition for each core customer segment
  • Develop a customer research programme to discover what the critical factors are
  • Understand Customer Relationship Management systems and their value
  • Align customer service approaches and deliver consistency
  • Evaluate customer feedback to fine tune your systems
  • Share appropriate data to create a single customer view with colleagues
  • Understanding what conflict is all about
  • Identify the different types of conflict
  • Learn how to resolve conflicts
  • Understanding the role of communication in conflicts
  • Learning the impact of conflicts towards customers, co-workers and employers


Who should Attend

  • This Workshop targets the following persons:
  • customer services representatives from international organizations such as UN, Governments, Embassies and Consular Services, and the private sector,
  • Anyone responsible for or contributing significantly to the development and implementation of customer relationships
  • Managers and supervisors who want to improve customer relationships
  • Customer service professionals, including supervisors, marketing and sales representatives, employees in the hospitality industry, persons aspiring to work in the customer service industry, and all employees employed in the roles that require direct customer interaction.


Compressed Program Outline

MODULE 1: MANAGING CUSTOMERS
Customer Management At The Very Heart Of Your Business
Developing A Data-Led Strategy
Customer Relationship Management
Measuring And Monitoring Customer Satisfaction
Excellence In Customer Management


MODULE 2: CONFLICT RESOLUTION
What Is Conflict?
Types Of Conflict
Resolving Conflict
Communication
Impact Of Conflict

Strategic Customer Relations for Competitive Advantage

Excelling in Customer Service and  Conflict Resolution

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