Customer Service Training Programs

Two major customer service training course categories: 1. Customer Service Fundamentals - 2. Call centre Agent & Management skills >>>

The Customer Service Fundamental Course outlined below include Multimedia Video CD.
Over 30 video clips, included with each course, from the world's most inspiring people, a few examples below

Innovating at Every Level Ron Kaufman - Quality Service LIVE! (Part 1) Customer Relationship Management in Customer Service Top 6 Ways to Get An Angry Customer to Back Down Phone Skills Trainer Lesson: Energy and Stamina Call Center Management - Report Time and Quality Together in One Number Call Center Management - Calculate the # of agents you need What is CRM? CRM 2.0 CRM and the Sales Process EDI Overview How EDI Integration works - the pieces of the puzzle What Is EDI? RFID In Plain English What is RFID How RFID works Impact of RFID technology on supply chain management Supply Chain - 3 Key Things to Know Supply Chain Optimization RFID - Technology VideoAdding Video to Blog by VideoLightBox.com v1.9

1. Customer Service Fundamentals - Course content

• People
  • Improving customer communication
    • Customer communication skills
    • Listening skills
    • Letter writing skills
    • How to make customers feel special
    • Customers on the phone
    • Call-centres as facilitators of customer service
  • Handling difficult customers
  • Improving internal communications
  • Service centered selling skills
  • Designing Customer service processes
  • How to introduce customer service in your firm
  • Overview - How to sustain a customer service programme & manage innovation for continuous improvement
  • Developing service stars and high performance service teams.
  • Overview - Customer Service problem solving tools
• Designing customer service PROCESSES
  • Customer service design
  • Customer service differentiation
  • SERQUAL
  • CMAT
  • PCP
  • Supply chain management & logistics
• Customer service TECHNOLOGY
  • Defining CRM
  • Multichannel CRM design
  • CRM metrics
  • CRM campaign development
  • Electronic data integration, EDI VAN, EDI web based
  • RFID Radio frequency identification
  • Web 2.0 Enterprise and social media

10 Aspects that rivals these customer service training courses in terms of value

1. Online On-The-Job Skill Support System, 24/7 linked to the worlds best and latest.
2. A multimedia Video CD to supplement classroom training .
3. Pre assessments surveys and report backs
4. Course content aligned to global best practice
5. Boosted with Mind mapping techniques for accelerated learning and innovation
6. 30 Day intention to action campaigns to translate learning in to action.
7. A Prestigious and Interactive Certificate.
8. Well qualified facilitators with international management insights
9. SETA accreditation and NQF aligned
10. Training sessions are vibrant and themed events

Customer Service Training Course duration: Two days

Complete List of Courses offered >>>

Contact us: Chris Paton 082 616 2636 W 011 319 7232 e mail chris@brightideas.co.za

Also See Call Centre Training >>>