Title: Customer Relationship
Duration: 3 days

The aim of this course is to enable participants to:

1. have an overview on the importance of developing a highly positive relationship with customers
2. understand the processes that enable an organization to communicate and relate to customers
3. managing customer attitudes and perceptions

Title: Customer Service

Duration: 3 days

At the end of the programme, the participants should be able to:

1. Discuss the impact of customer service on company performance and employee satisfaction
2. Explain the characteristics of quality customer service
3. Demonstrate the attitudes required of proactive customer service personnel
4. Assess customer needs for personalized service
5. Apply customer service techniques to manage customer expectations
6. Respond to customer’s complaints effectively
7. Develop service recovery strategies and tactics to regain service excellence

Title: Team Building

Duration: 1 day

The course will allow the participants to:

1. Gain an understanding of self confidence in the face of adversity;
2. Interact and build rapport among the staff in an informal environment;
3. Experience trust and support amongst staff which will enhance relationships and facilitate bonding among the staff; and
4. Experience and understand the essential elements of a team and contribute to the characteristics and values of an effective team.