The Classic Customer Service – Workshop

The Classic Customer Service – Workshop
  • 8th February 2018
    08:30 - 15:45

Customer Service forms an integral part of every business and it happens in many different ways – from in-person to via the internet.

Regardless of the method you use, having the necessary soft skills are crucial, as it is an important tool for building relationships.

This practical workshop highlights the importance of working through company standards and meeting customer perspectives, perceptions and expectations.

By the end of this course, you will have learned:
• How to handle complaints with correct
• Sources of complaints
• Strategies to manage conflict
• Attributes required by management for effective conflict management
• Documentation and telephone skills
• The impact of not meeting customer expectations through dealing with complaints
• How to effectively deal with conflict and anger management

Course content:

Definition of Customer Service
• Impact on the business; ten simple rules
• Customer service and company standards
• Your approach; Personality, first impression and body language
• Having the right attitude towards working with people
• Maintaining a corporate identity

Identifying Customers
• Internal & External Customers
• Customer Profiles

Managing Customers
• Effective customer communication
• Understanding customer perspectives, perceptions and expectations
• Handling customer diversity
• Understanding customer perspectives, perceptions and expectations
• Customer do’s and don’ts
• Consideration towards customer disappointments & problems
• Taking initiative; being pro-active and a solution thinker
• Sound product information and knowledge
• Ensuring repeat business
• Customer policies and procedures

Dealing with Customers Telephonically & Electronically
• Telephone and email techniques and etiquette
• Building rapport telephonically and electronically
• Adopting a “one company one image “approach

Event organiser: Helga Smit on 021 402 4300 or email

Speaker profile:
VETTA Communication (Pty) Ltd is not just a training company. They area a dynamic company that services specific training and development needs of small, medium and large business – form a wide selection of leading-edge courses and products with a strong focus on experiential value, sustainability and return-on-investment.

Offering over 60 essential courses (accredited and non-accredited) for more than 18 years, they are in the business of maximising and sustaining the value of human resources.

VETTA workshops are all about ensuring lasting solutions.



Venue Phone: 0214024300

33 Martin Hammerschlag Way, Foreshore, Cape Town, Western Cape, 8001, South Africa