In the consumer world, how you handle your customers directly affects organizational performance. Therefore, it is essential that you learn the necessary "people skills" which are critical not only for organizational success but for your personal development as well. This training programme will give you the skills you need to gain respect and enhance customer relationships.

At the end of this programme, you should be able to:

  • explain the role that customer service plays in organizational success;
  • recognize the impact of good/bad customer service;
  • use appropriate tools to enhance the customer service experience;
  • demonstrate appropriate customer service behaviour;
  • recognize the signals of customer irritation and respond appropriately.