Black Friday 2021 — Up to 50% off selected products. Ends midnight!
· More

Customer service training

Become a trained customer care specialist and learn how to deliver quality services to both internal and external customers by enrolling for the customer care course at KGRTC today!

Course objective:

The objective of this course is to enhance employee communication skills to increase the effectiveness of their interactions with customers, both internally and externally. Course participants will learn and practice skills to handle discontented customers and discover ways to avoid, reduce and even eliminate stress in their workplace. They will learn how to deliver negative information in a positive way. Foundational listening, questioning, and negotiating skills will be revisited, practiced and critiqued. Course participants will undertake practical presentations.

Course content:

  • Telephone etiquette
  • Personal grooming
  • Key performance areas
  • Service process analysis and mapping
  • Principles of continuous improvement
  • Creating customer-focused frontline staff
  • Communicating company policies
  • Communication and listening skills
  • Responding to high bills complaints (Complaint handling in general)
  • Handling inflammatory customer behavior (Handling angry customers)
  • Customer care (who is a customer, what is service, why give quality service)
  • Recruiting and managing behaviors (importance of criteria-based assessment in customer service centers)

Learning objectives:

At the end of the training programme, course participants shall be able to:

  • Minimize the interaction time and reduce the impact when dealing with difficult interactions
  • Deliver quality services to both internal and external customers
  • Interpret company policies and information positively to customers

Application Deadline: 28th May 2021

Dates: 31st May - 4th June | Course Duration: 1 Week

Address
KGRTC Namalundu & Online (Via the KGRTC E-campus)
Website
https://www.kgrtc.org.zm/course-application?fbclid=IwAR3r8mnAA3htFAeD677aLvWbrFLfD88wuD4eF-s2f5Y5Vhvu6tg7JI0OlE4
Phone
+260 975 156988
Email
hsimumba@kgrtc.org.zm
Customer service training
Kafue Gorge Regional Training Centre (KGRTC) image
Kafue Gorge Regional Training Centre (KGRTC)
Kafue
Accommodation & Catering
Conference Facilities
Training and Consultancy
The Kafue Gorge Regional Training Centre (KGRTC) is an ISO 9001 certified organisation established in 1989 that has a focus to provide a learner centred environment for the acquisition of knowledge, skills and competencies in energy as well as information and communication technologies. The centre also provides a state of the art conference venue and excellent accommodation at reasonable rates throughout the year. KGRTC is the centre for hydropower training in Sub Sahara Africa. Motto: Your Home for Energy Training, Consultancy and Conferences.
You may be interested in...
Chemsol Ltd
Chemsol Ltd
Industrial chemicals and gases
Aluminium Sulphate  17% Granular  50kg image
K725
Buy on Shopbwana
Aluminium Sulphate 17% Granular 50kg
Organic Intermediates
Chemsol Ltd
Aluminum Sulphate is mainly used as a coagulating agent in the purification of drinking water and wastewater treatment plants, and also in paper manufacturing.
Chemsol Ltd
Chemsol Ltd
Industrial chemicals and gases
Sodium Hydroxide Solution 25litre  image
K630
Buy on Shopbwana
This is a clear, odourless, corrosive solution. It is used in various processes such as chemical manufacturing, oil refining, and hydraulic fracturing.
Best Buy Lighting
Best Buy Lighting
Electricals and Lighting
Smartbright Solar Panel & Flood L.E.D Light Kit  Bvp080 30 Watts  image
K3,696
Buy on Shopbwana
Was K4,970! Make use of the sun's energy with the Smartbright Solar Panel & Flood Light Kit with lithium ferro phosphate battery built in the luminaire, Split-folding solar panel, remote controller and installation accessories. IP 66, IK 07, Extruded aluminium construction for sturdiness and long life.
Bookworld
Bookworld
Printing and Stationery
Think Dry Erase Whiteboard Marker 2mm Bullet Tip Green Eu00150 image
K9.50
Buy on Shopbwana
Be able to present thick, broad lines that make your writing more easily seen and read by others with Deli's Dry Erase Whiteboard Green Markers that deliver bold writing with a fibre bullet tip. Cap and grip match ink colour.
Bookworld
Bookworld
Printing and Stationery
Think Dry Erase Whiteboard Marker 2mm Bullet Tip Blue Eu00130 image
K9.50
Buy on Shopbwana
Perfect for communicating either up close or from a distance, these Dry Erase Whiteboard Blue Markers that deliver bold writing with a fibre bullet tip. Cap and grip match ink colour.
Chemsol Ltd image
Chemsol Ltd
Industrial chemicals and gases
Food grade chemicals
Lusaka
For high quality, cost effective industrial and mineral processing chemicals, water treatment chemicals and food grade chemicals. Chemsol also trades as Chemsol Scientific for the supply of laboratory chemicals and reagents, laboratory consumables and allied equipment. This company is an authorised dealer for Merck® which is the oldest pharmaceutical company in the world and owner of the leading brands in the research and applied life science sector.
Mahak Restaurant & Lodge image
Mahak Restaurant & Lodge
Function venue
Fine dining restaurant
Lodge
Solwezi
+5 locations
Mahak restaurants serve tasty Indian, continental and Zambian dishes for large or small groups. You'll find four Mahak restaurants in Lusaka, one in Ndola and one in Solwezi. Situated in Roma, a pleasant Lusaka suburb, Mahak Lodge has 24 rooms - twins, doubles and suites. It offers competitively priced accommodation close to shopping malls and the city centre. Mahak Lodge is also a quiet events venue catering for up to 400 people (150 seated) - popular for weddings, private functions and conferences.
Zambezi Jewels image
Zambezi Jewels
Weddings and Bridal
Jewellery and watches
Gemstones and Lapidary
Lusaka
A breath taking collection of exquisitely-crafted jewellery made from genuine precious stones, including rings, necklaces, chains, pendants, bracelets, earrings and much more. Zambezi Jewels has an eye on the latest trends in fashion jewellery which influences their approach to design. Their range includes stunning cocktail rings, vintage-style pieces and a bridal collection. Zambezi Jewels also makes custom designs and also offers ring resizing as well as polishing services. Surprise your loved one with the well-crafted jewellery from Zambezi Jewels.
Springfields School of Education image
Springfields School of Education
Primary school
Workshops and In-house training
Secondary school
Lusaka
Springfields School of Education is a reputed private, coeducational day school in the heart of Lusaka offering Zambian & Cambridge curriculum to the multicultural student population across the region since 1999. Springfields is a British Council partner school & CAIE Examination Centre offering IGCSE & GCE A Level for Year 10- Year 13. A team of highly qualified, experienced, long serving and dedicated teaching faculty is the backbone of the institute.
Liener Investments image
Liener Investments
Building contractors
Building materials
Property improvement
Lusaka
Liener Investments offers a full range of services including general construction, flooring (epoxy and PU systems), waterproofing (cementitious and bitumen systems), concrete repair, poly urea coating and crack injection (floors, walls and wet systems). This company is an official supplier and accredited applicator of Sika, Alcolin and Verni products in Zambia. Liener Investments is committed to innovation, continuous professional development and the latest technology in order to deliver quality and timely construction projects.