Events

Day 1: 

• Module 1: The Value of Customer Care
  Understand Customer Care
  Customer Care and Motivation
  Standing Out with Customer Care
• Module 2: Professional qualities in customer service
  Appearance and positive attitude for service
  Building customer service empathy
  Speed & quality in service delivery

Day 2: 

Module 3: Knowing our customers

• Module 4: Effective communication in customer service
  Importance of effective communication in service
  Effective listening in customer service
  Asking questions to establish customer needs
  Using positive language in service (It’s not what you say, it how you say it.)
  Product/service knowledge

Day 3: 

• Module 5: Improving customer service standards –(Wow experience)
  Customer service cycle
  Customer expectations vs perception
  Anticipating customers’ needs
  The extra mile

Day 4:

• Module 6: Engaging Difficult customers
  Resolving customer service challenges
  Service recovery process
  Internal customer service challenges
  Importance of teamwork in service delivery

Venue: The African Tulip, Arusha