Master class 2022

CUSTOMER SERVICE

Crest Golf Hotel | June 23-24

DAYS

SESSIONS

FACILITATORS

Years Experience

INTRODUCTION

It takes months to find a customer, yet seconds to lose one.  Therefore, what you say and how you say it matters a great deal because it has the potential to either make a customer or lose one. Knowing what to say and how to say it can quickly turn around negative customer situations, and greatly improve the operational performance of any sales, call centre or customer service department.

In this master class you will be taught how to develop a professional approach, and cultivate the resilience and drive needed to achieve success on every call.  You leave a course with enhanced understanding of the subject matter covered, and be able to ask callers and potential customers intelligent, professional and credible questions.  At the end you will have an upbeat, energetic and enthusiastic attitude, which when coupled with a high level of professionalism will help you to achieve set targets and customer satisfactions.

AGENDA AT A GLANCE

Day One

  • Customer Service Definition
  • Telemarketing
  • Cross and Up Selling
  • Telephone Etiquette and Techniques
  • Effective Listening
  • Probing Skills
  • Email and Written Communication Essentials

Day Two

  • Consumer Behavior
  • Positive Language
  • Query Resolution
  • Taking Messages
  • Complaint Handling Techniques
  • Handling irate customers
  • Professionalism

WHO SHOULD ATTEND

Call Centre Staff

Tele-Sales Agents

Personal Assistants

Cashiers & Retail Sales Staff

Receptionists

Switchboard Operators

Reserve Your Seat TODAY

+260956538851

+260978981262

+260970471214

+26 0956538851

Book a Free Meeting

+260979660704/ +260950003078/ +260956538851

ZSIC Premium House, 7th Floor, Independence Avenue, Stand No. 7431, Lusaka

info@clientcare.solutions