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Corporate Intrapreneurship
Sorry,the application deadline for this course has expired.

Course Title: Customer Care and Communication Skills for Frontline Staff

Venue: Mombasa, KENYA  
Learning Duration:  2 Weeks 
Starting: 12 Mar 2018  Ending: 23 Mar 2018
Fees: 1500 USD
Payment Details: To cover tuition and training materials only.

COURSE OVERVIEW

Front-line staff are the face of the organization. They represent the company as they have the opportunity to interact with customers on a daily basis. Their actions promote or demote the corporate interest. The professional image portrayed by front-line staff depends on the quality of their customer service skills. Organizations need superior front-line customer service skills to compete in today’s customer oriented environment. Frontline staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skills to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations. This course is designed to empower frontline staff create positive impression, through effective communication to customers. Ultimately, the organisation’s corporate image is enhanced and positive word of mouth increases goodwill to the organisation.

 

WHO SHOULD ATTEND?

Members of staff working on the front line who deal with customers on a regular basis. These include secretaries, receptionists, cashiers, clerks, administrators and institutional workers who have direct contact with customers and members of the public.

 

HOW PARTICIPANTS WILL BENEFIT

At the end of the course, participants will be able to:

  • Explain importance and concepts of customer care;

  • Demonstrate communication skills required for excellent customer care;

  • Apply customer care techniques to manage transactions with the public with courtesy and professionalism;

  • Cultivate listening skills;

  • Handle and resolve customer complaints;

  • Manage stress that can build up from dealing with difficult customer situations.

 

TOPICS INCLUDE

  • Customer care concepts;

  • Customer needs, wants, expectations and perceptions;

  • Internal and external customer care: challenges and opportunities;

  • Building customer loyalty: the role of frontline staff;

  • Corporate image: Customer communication skills;

  • Listening skills and non-verbal communication

  • Behavioral aspects of services and service delivery;

  • Organizational communication channels and tools;

  • Overcoming communication barriers;

  • Stress and time management

Course No:  2018-03-12-3-17-1967

PROGRAMME ANNOUNCEMENTS

ESAMI DOCTORAL & DEGREE PROGRAMMES

14 May 2018
    BUSINESS SCHOOL CALENDAR FOR 2018   ESAMI Business School is inviting applications for its degree programmes scheduled to commence as below.   S/N VEN...
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