Advanced Customer Relationship Skills (ACRS)
"A very big thank you for this programme which I found to be informative, logical and fun. I thought that your handling of the two days was first class."
- Ray Johnson, Managing Director, Customer Development Corporation
Good service is now a standard expectation in the marketplace. Businesses that fail in this respect suffer brutally, often blissfully unaware that they are bleeding customers. Whilst most individuals are adamant that they themselves provide good service to others, they themselves report that they often receive poor service from others. So we ourselves deliver, but we do not receive. This si a common perception
The real issue is that addressing the customer service divide and its issues too often falls into the low priority or "nuisance" category. It's only when market share starts sliding that it becomes obvious that there is a customer relations problem, and by then it may be too late. Perthaps it's easy to ignore the soft issues when the bottom line is ticking over nicely. It can be very costly when management remain ignorant of how staff are really treating their customers - the very same customers that are keeping the company in business.
It has been shown in countless organisations that only proactive intervention will change a poor service level culture in any organisation. A characteristic of the human race is that we tend to be big on expectation but not quite as big on delivery – similar perhaps to our relationships. Very few organisations have a true “customer service culture”, a system of doing things, and a method of reversing bad habits.
That’s why we’ve designed, perfected and continue to receive orders for our uplifting 2-day “Advanced Customer Relationship Skills” (ACRS), delivered by quite extraordinary facilitators. Because it creates a lasting customer service culture.
Course outline - There are 7 principle areas addressed in this course:
- Frontline and internal customer awareness
- Attitude adjustment
- Identification of personality style
- Effective communication skills
- Telephone Etiquette (optional)
- Problem solving and
- Criticism handling
This is followed by skills implementation and a motivational close.
Accreditation and unit standard alignment
The Congruence Group has been delivering innovative and outcomes based customer service training since 1996. Since the institutional accreditation of Congruence Training (Pty) Ltd on 18 August 2003, elements of this programme are aligned to available and applicable unit standards on the NQF.
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