Customer Service Training

Module One : Call Centre Training

In any efficient organisation, the voice on the other end of the phone is often the client's first and most important point of contact. The agent thus becomes the all-important voice of the organisation. It's a make-or-break role.

This workshop uses a targeted strategy of intensive role-play training. Delegates will be put through their paces in tailor-made role-play scenarios, and will be able to hear first-hand how they come across over the phone.

We'll work on

  • Talking with confidence
  • Voice projection
  • Tonality: Using the voice as a paintbruch
  • Empathy
  • Assertiveness versus aggression
  • What to say - and what not to say
  • Engaging with the caller
  • Taking control of the call
  • Phone techniques

Module Two: Customer Service Communications Training

During this coaching programme, delegates will be made to understand the impact each one of them has on the service received by the customer. (The fact that we mention this first should tell you something about its up-front importance!)

By identifying and understanding customers as well as their values, and by applying the correct behaviour, service levels will improve and customer loyalty will grow.

  • Build rapport and connect – immediately
  • Make an impact
  • Why first impressions count
  • Talk with confidence
  • Get your message across
  • Use your voice as a paintbrush: Professional voice techniques, including voice projection and tonality
  • Listen proactively: The art of active listening
  • Reassure and empathise
  • Keep your energy levels up

Module Three: Team Building – From Survive Mode to Thrive Mode

Even though you may have a specific job function or belong to a specific department, you need to be unified with other members of the organization in order to make a meaningful contribution to its overall success. The bigger picture is one that must drive your actions.

This programme is not intended to restrict individual strengths, but rather places emphasis on ways to derive benefit from the group’s expertise, commitment and energy to achieve mutual goals. In short, a culture that enables individuals to contribute more than they ever thought possible – together.

Module Four: Building Brand Ambassadors

Building a powerful brand is about resonating with your target audience - but not at the expense of the people. These people need to have more than just a vested stake in your success; they need to believe in your business. They must become your brand’s most fervent ambassadors.

Profile Interview


With Janine Lazarus on SAFM, listen now

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Media and Communications Training

  • Up-front needs analysis
  • Understanding the Media Mind
  • Communications Workshop
  • Presentation Skills Training
  • The Art of an Interview
  • Mitigating a Media Crisis
  • Polish Your Prose

Customer Service Training