Client Care for Success Programme
Find out how your clients actually feel about your service levels.
Teach your staff how to create Moments of Magnificence when they deal with clients.
Strategise ways to overcome common client complaints in your company.
What do our Client Care for Success clients say?
"I saw today as a management course." - Delegate of S A Home Loans
"Thank you for the valuable information shared with us all, which I am sure has enriched our attitudes toward customers and colleagues alike." - Ronnie Snowgrass of Barloworld
"Thank you for providing me with a 'toolbox' topped with tools to better my skills with." - Zelda Thorne of Cape Town Metropole Region
Programme introduction
THE SUCCESS COMPANY has recognised a dire need for excellence in customer service in South African businesses. According to a recent study, South Africa is rated 44th out of 50 countries when it comes to customer service. That is a frightening reality! THE SUCCESS COMPANY aims to revolutionise the manner in which all customer service dealings are carried out in order to maximise present relationships and create contented and solid business relationships for the future.
By equipping staff with the skills to deliver excellent client care, our Client Care for Success Programme aims to assist our clients in building long-term relationships with their clients. Past experience has shown that these clients not only continue to do business with the company, but also introduce new clients to our clients as a result of the new client care skills.
Programme components:
- Pre-programme 'Mystery Shopper' phone calls to delegates (maximum 10)
- Pre-programme phone calls to clients to assess current client feelings about service levels (maximum 15 clients)
- 2 Day Client Care for Success Workshop (Client-specific Key Cards for easy implementation for each delegate)
- Post-programme 'Mystery Shopper' phone calls to delegates (maximum 10) to measure implementation of the skills learned
- Half-day follow-up session ONE week after 2-Day Client Care for Success Session - Mystery Shopper feedback
- Post programme phone calls to clients to assess current client feelings about service levels (maximum 15 clients)
- Half-day follow-up session THREE weeks after 2-Day Client Care for Success Session (2 weeks after 1st follow-up) - Client calls feedback
Main Topics Covered in the Programme
The Bigger Picture
Understanding the potential of client care to the business
Exponential Growth
The Reliability Chain
The Winning Attitude
Psychological Reaction to Attitude
My role and responsibility
Telephonic Client Care (if applicable)
Inbound telephone calls
Outbound telephone calls
Face-to-face Client Care (if applicable)
The Working Wardrobe (Dressing for Success)
Body Language
Meet & Greet Skills
Difficult customers
The brain's response to conflict
How to deal with difficult clients
Client Care Improvement Strategy Session
This is the tailored section of the workshop where we cover specific aspects raised by the client that are not already covered in the previous sections.
In making suggestions on how to overcome client concerns, staff showcase what they have learnt and take responsibility for addressing continual client complaints.
Maximum 12 delegates per programme session.
