Customer Service Workshop

Customer Service Workshop
  • 7th April 2017
    08:30 - 15:45

Customer Service is an integral part of every business.  It happens in many different formats from in-person to over the telephone to via the internet.  Regardless of how the customer service is delivered, soft skills are needed.  Customer service soft skills are relationship-building skills.  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 conflict resolution skills
•    Sources of complaints
•    Strategies to manage conflict
•    Attributes required by management for effective conflict management
•    Documentation and telephone skills
•    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, body language
•    Having the right attitude towards working with people
•    Maintaining a corporate identity

Identifying Customers
•    Internal and external customers
•    Customer profiles

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

Dealing with Customer Telephonically and 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:
Lionel Bourgeois, from Vetta Communication, has a wealth of knowledge in the fields of sales, customer service and management.
Head hunted many times for his professionalism and ability to contribute meaningfully to careers in travel, technology, furniture and construction, he launched into opening VETTA Communication some 12 years ago to coach, mentor and train today’s complex workforce.
His mission is to offer all South Africans a clearer understanding of their positions, the need for growth and hope for a bright future.



Venue Phone: 0214024300

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