Achieving customer satisfaction is the key to improving business performance.  Organizations often underestimate the importance of customer service.  Therefore, it is extremely important to have the customer oriented mindset as it is important to understand our customers i.e. putting ourselves in their shoes.  By doing so, we are able to provide excellent customer service and therefore ensuring that our customers stay and grow with us

• Improve Mental Attitudes
• Know persuasive Communication
• Monitor Telephone Calls Effectively
• Manage Telephone Calls Persuasively
• Develop the Right Customer Oriented Approach
• Achieve the Right Customer Oriented Mindset

Module 1 - Building & Maintaining A Positive Attitude With Customers

• Defining Customer Oriented Mindset
• Having the Right Mental Attitude to Be Customer Oriented
• Developing Positive Assertiveness with Your Customers
• Motivating Yourself to Be Committed to Your Customers

Module 2 - Creating A Customer Oriented Culture

• Inculcating A Service Culture In Your Organisation
• Developing The Service Excellence Mindset
• Providing Supporting Infrastructure For Service Excellence
• Case Study: Developing The Service-Oriented Culture

Module 3 - Developing Persuasive Telephone Skills

• Mental Preparation Before Communicating With Your Customers
• Flexing Your Personality to Suit The Various Types of Customers
• Motivating Yourself to Answer Calls Persuasively
• Setting The Right “Tone” Before Communicating With Your Customer
• Being Persuasive Without Offending Your Customers

Module 4 - Having The Customer Oriented Mindset When Handling The Telephone

• Think and Feel like the Customer
• Expect Unwanted Customer Behavior
• Keeping Your “Ego” Out of Your Communication With Your Customers
• Develop Effective Listening Skills to Understand Your Customers Better

This course is designed for Managers, Head of Department, Supervisors, Executives, Team Leaders and anyone who has to deal with customers and clients

This course is essentially participative and practical, emphasizing learning through experience, both from structured activities on the program eg. Role plays, group work, video screening, case studies and discussion from individual experience.