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Resource Category: Customer Service

Training Manual
Customer Service

Customer Service

This training manual contains comprehensive trainer's notes; handouts, covering what is customer service, how to win customers and keep them, useful question types, listening to what the customer says, dealing with customers on the telephone, the value of customer complaints, 5 step approach for handling customer complaints, dealing with difficult customers; exercises and a PowerPoint presentation all ready to run a lively day on Customer Service.
- the importance of customer care
- identifying how to achieve excellent customer service
- identifying what customers really want
- how to win customers and keep them
- dealing with customers on the telephone
- dealing with customer complaints
- dealing with difficult customers
(28 pages)
(11 PowerPoint slides)

R 480

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Training Manual
Training Manual
Customer Service
Customer Service

In-Tray Equal Opportunities

This In-Tray exercise simulates the in-tray of a staff member who has to deal with staffing issues and enquiries. It contains 9 items. The contents of the in-tray are all related to issues of equality in the workplace; and participants have to deal with the enquiries. A great exercise to stimulate structured discussion on issues of equality in the workplace. It comes with instructions on how to run the exercise.

R 199

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In-Tray  Equal Opportunities