Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles.
Module 1: SHARING DIFFICULT CUSTOMER SITUATIONS
Module 2: IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIP
Module 3: MANAGING DIFFERENT CUSTOMER TYPES
Module 4: DIFFERENT COMMUNICATION CHANNELS & EFFECT – TELEPHONE & FACE-TO-FACE
Module 5: HANDING COMPLAINTS USING THE ASAP TECHNIQUE
Module 6: SERVICE RECOVERY
Module 7: TAKING A METHODICAL APPROACH TO SOLVING PROBLEMS
Module 8: FOCUSING ON PREVENTION
Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.
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