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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

KGRTC Namalundu & Online (Via the KGRTC E-campus)
+260 975 156988
Customer service training
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Kafue Gorge Regional Training Centre (KGRTC)
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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.
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