WORKSHOP OVERVIEW:
Good Customer Service is something we should all aspire to.
But the truth is, the actual elements involved in how to give Customer’s great service are not always clear.

Until we understand the right techniques to consistently deal with Customer’s in a way that makes them feel valued, we will not be able to elevate our Customer Service to where it needs to be in today’s highly competitive Customer-focused business environment.

This Workshop is run over one full day and includes the following modules:

  • Customer Service Fundamentals
  • Conflict Resolution & Complaints Management
  • Telephone Service & Etiquette


WORKSHOP OBJECTIVES:

Upon the successful completion of this Workshop, learners will be able to investigate, understand, internalise and deliver Customer Service Excellence, having mastered the following principles:

  • Defining good Customer Service
  • Understanding who the Customer is
  • Understanding Customer requirements and expectations
  • Communicating with Customers
  • Doing more than expected
  • Understanding conflict and complaints
  • 9 Steps towards conflict resolution
  • Why complaints are good for business
  • Complaint handling skills
  • Telephone communication
  • 3 Key communication skills
  • Using positive words and phrases
  • Voice factors
  • General Telephone Etiquette
  • Cultural considerations for telephone interaction


CERTIFICATION:

Nina & Pinta Certificate of Achievement and Continued Professional Development (CPD) points awarded on the successful completion of the Workshop.


WHO SHOULD ATTEND?:
Any individuals who have regular interaction with Customers, including:

  • Customer Service Representatives
  • Management Executives
  • Travel Consultants
  • Sales Executives
  • Front Office Staff
  • Reception Staff


WHEN IS THE NEXT WORKSHOP?:

To view all upcoming Nina & Pinta Industry Workshops, please view our calendar here.
Alternatively, instead of waiting for the next one, consider hosting this as an in-house Workshop for your team on a date that suits you best.  Click here to send us an email for more information.


WHAT ARE THE WORKSHOP FEES?:
Fees vary from $135 to $190 per person depending on the number of learners in attendance.
In-house training is billed on a daily rate of $ 1 900.00 per day.
For more information about Workshop fees, please click here to send us an email.

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