CO

T
MANAGEMENT
TRAINING INSTITUTE

Course Outline
Customer Care and
Public Communication
Skills
Course Introduction
Satisfied customers are paramount to business success, understanding and meeting customer needs is Who Should Attend
an essential skill for staff. The impact of poor customer relations can be felt directly on the bottom
line. To delight your customers, your staff needs to think like them, respond to their needs and deliver · · Public relations Practitioners
promises. This course will develop the essential people skills that are at the heart of quality customer ·. Marketing and Advertising Professionals
care. teach your staff about the customer service work environment, methods for successful · . Customer Service Personnel
customer relations, and career advancement tactics. ·. Brand Managers and Publicists
·. This is a cross cutting course and all
The course also covers , business skills communications, and presentation skills that are prerequisite
skills to anyone who comes into contact with customers.
employees regardless of job function will also
benefit from taking this course..
Overview and Objectives
After successful completion of this week program the learners should be able to: Guaranteed Results
· Understand Why customer service matters We guarantee that we will meet or exceed
· Delight customers pre-determined expectations and learning
· Communicate effectively with customers objectives.
· Empower customer service in the organization
. Describe the customer service workplace and duties;

Value Proposition
ŸIncrease your working knowledge and your
ability to manage customers.
Ÿ Learn specifically what you can to identify
and pursue opportunities of delighting the
customer
· illustrate proper attitudes for effective customer service and means to create favorable Ÿ Raise your individual communication skills
first impressions; Ÿ Align your people effectively with your
· understand customers' needs and wants; and identify verbal and non-verbal organizations’ strategic goals and objectives.
communication tactics Ÿ Develop presentation skills
· Measure and reward great customer service

Visit us at
www.cot-consultants.com
 Course Overview and Objectives cont’
.......................................................................................... Competencies Emphasised

ŸLeadership
· Describe how to create favorable impressions with customers;
· Illustrate how to maintain a professional attitude even when handling difficult ŸInterpersonal skills
customers; ŸCommunication Skills
· Describe components of proper telephone etiquette; ŸReputation Management
· Detail the verbal and nonverbal processes of communication; ŸConflict management Process and
· Formulate steps to work effectively on a team; procedures
· Strategies how to conduct customer service through electronic media such as email Ÿ Customer Services
and the Internet; Ÿ Presentation Skills
· Describe methods to anticipate, prevent and solve problems and complaints posed by Ÿ Public Speaking Skills
customers;
· Demonstrate an understanding of customers' needs and wants;
· Describe how a positive attitude can improve interactions with customers;
· Outline methods of service to diverse customers, including those with different cultural
backgrounds; and Personal Impact
· Describe customer service employment and career development opportunities.

Organizational Impact Individuals attending this course will

Implementing the principles promoted on this course will have the following impact on an return to their organizations equipped
organization with the theoretical and practical
· Improved Customer Service knowledge on customer care
· Improved Stakeholders Relationship management.
· Better brand, image and reputation of the company
. Quick Conflict Resolution
This will include knowledge of how to
address common problems in customers
services and develop effective
Course Outline: Customer Care and Communication Skills
communication and presentation skills.
Module 1: Fundamental of Customer Care
Introduction
It's all about experience
Defining customer service
Components of excellent customer service
The service profit-chain
The equation Course Venue
Why customer service matters
It's about customer contact in whatever form Swaziland (Mbabane/Manzini)
Your personal make up Tanzania (Arusha)
What your organization needs South Africa (Pretoria)
The importance of HOW · Training Materials( Soft Copies) and
Customer expectations
notes Hand-outs
Getting repeat business
Lifetime value of customers · Tablet 10 inch (latest)/ Laptop
The silent complainer · Tea Breaks/ refreshments
The company ambassador · Course tuition
· Personal action planning,
Module 2: Getting the right people Certification and Follow-up support
Five desirable traits (on request)
Maintaining standards and Bench marking
Understanding the big picture
What's different about good service?
How to delight customers
Putting customers first
What you need for good customer service?
Quality is important
Maintaining attention to detail Contat Us
Delivering great service
Taking responsibility Cell:+268 7668 5539
Customer loyalty Tel: +268 7686 2805
4 elements of customer satisfaction Email: info@cot-consultants.com
Language is important
The power of beginnings and endings
Web: www.cot-consultants.com
Thinking like a customer
 Course Outline: Customer Care and Communication Skills
..........................................................................................
Training Aids to be Used
Module 3:How to communicate effectively with customers
Projective
Your communications
· Motion pictures
What is good communication? · Videos
Listening skills · Colour slides
Written communication · Overhead projector centre.
Using emails and other forms of e-communication
Turning complaints into opportunities Non-projective
Keeping your head out of the sand · Chalkboard
Benefits of complaints · Whiteboard
Understanding the customer's needs · Charts and diagrams
Removing common causes of complaints
· Models
Handling complaints
Dealing with angry customers
· Exhibits
· Handouts
Module 4: Empowering great customer service

Everybody plays a role

Pre-questionnaire & End of
The impact of corporate culture questionnaire
Internal customers
Measuring customer service In order to meet and fulfill participants
Setting standards training needs, pre –questionnaires will
Using internal indicators be distributed prior to the training and
Customer satisfaction measurement we will use the information we gather
Mystery shopper programs from them to tailor our training to fulfill
Rewarding team members the participants needs.

Module 5: Handling Complaints In order to monitor and evaluate the

training end of course questionnaire will
· Make it Easy for Customers to Complain also be used.ith business systems
· Resolve the Problem
· Cope with Upset and Difficult Customers Handling customer enquiries
Customer contact model and service standards Our Services/Products
Creating lasting first impressions
Building and maintaining rapport
Using positive language and tone of voice The kind of services / products we do
Establishing customer needs and responding to requests generally fall under three key Units.
Questioning These include the following:
Active listening – including taking notes · Consultancy and Research
· Handling work based customer requests · In-house Training
Identifying challenging customer requests · Capacity Building
Responding to challenging customer requests assertively
Service recovery
Turning disappointment into delight
Identifying the nature of customer complaints
Responding to customer complaints
Introducing colleagues to resolve customer service issue
Group discussion, presentation, exercise with group review

Module 6 : Delivering Excellent Customer Service on the Telephone and

internet

· Answer the Telephone

· Project a Positive Image Using Your Voice
· Transfer Calls Contact Us
· Take Meaningful Messages
Using Internet for customer car Cell: +268 7668 5539
Protocol of chatting on Internet Tel: +268 7686 2805
Using Social Media for customer care Email: info@cot-consultants.com
Web: www.cot-consultants.com
 Course Outline: Customer Care and Communication Skills
..........................................................................................
Module 7: Communication Skills Training Aids to be Used
Introduction to Communication and Basic Communication Skills Projective
· Communication defined · Motion pictures
· The process of communication
· Videos
· Models of communication
· Communication barriers
· Colour slides
· Communicate ethically. · Overhead projector centre.
· Accept responsibility for his/her communication behavior.
· Accomplish communication goals. Non-projective
· Employ vocal variety in rate, pitch and intensity and articulate clearly. · Chalkboard
· Employ language appropriate to the designated audience. · Whiteboard
· Recognize the needs and concerns of a culturally diverse society. · Charts and diagrams
· Demonstrate nonverbal behavior that supports the verbal message. · Models
· Demonstrate appropriate interpersonal skills for various contexts. · Exhibits
· Display self-awareness as a communicator.
· Handouts
Speech Communication Skills
· Choose and narrow a topic.
· Adapt to changes in audience characteristics.
· Demonstrate credibility.
Pre-questionnaire & End of
· Identify facts, issues and problems relevant to the topic. questionnaire
· Support arguments with relevant and adequate evidence.
· Develop messages that influence attitudes, behaviors, and actions. In order to meet and fulfill participants
· Describe or express feelings to others when appropriate. training needs, pre –questionnaires will
Interpersonal and Group Communication Skills be distributed prior to the training and
· Recognize when another does not understand their message. we will use the information we gather
· Identify and manage misunderstandings. from them to tailor our training to fulfill
· Recognize when it is appropriate to speak. the participants needs.
· Feel and convey empathy towards others.
· Manage conflict. In order to monitor and evaluate the
· Allow others to express different views.
training end of course questionnaire will
· Effectively assert his/her views.
· Ask questions effectively.
also be used.ith business systems
· Listen attentively to questions and comments from other communicators.
· Answer questions concisely and to the point or issue. Our Services/Products
· Be open-minded about another's point of view.
· Work collaboratively as a team member.
· Keep group discussions relevant and focused. The kind of services / products we do
Listening Competencies generally fall under three key Units.
· Display literal listening competencies. These include the following:
- Recognize main ideas. · Consultancy and Research
- Recognize explicit relationships among ideas.
· In-house Training
- Attend with an open mind.
· Display critical comprehension competencies. · Capacity Building
- Perceive the speaker's purpose and organization of ideas and information.
- Discriminate between statements of fact and statements of opinion.
- Distinguish between emotional and logical arguments.
- Detect bias and prejudice.
- Recognize the speaker's attitude.
- Synthesize and evaluate by drawing logical inferences and conclusions.
- Employ active listening techniques when appropriate.
Communication in organisation
· Formal communication networks in organizations
· Informal communication networks
· Persuasive Communication
- Strategies for effective persuasive communication
- Persuasive communication appeals ( pathos, logos, ethos) Contact Us
- Persuasive communication and advertising
· Communication and leadership Cell: +268 7668 5539
- Leadership and communication challenges Tel: +268 7686 2805
· Communication for organizational success
Email: info@cot-consultants.com
- Communication function in management
- Strategic communication for organizational success Web: www.cot-consultants.com
- Managing the communication function in organizations
 Course Outline: Customer Care and Communication Skills
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Training Aids to be Used
Module 8: Presentation Skills
Projective
Presentation Skills- Preparing Your Presentation
· Motion pictures
· How to clarify your goal · Videos
· How (and why) to identify your listeners' wants and needs · Colour slides
· How to develop your message and visuals so that they focus on listeners · Overhead projector centre.
· How to be concise
· How to be appropriately persuasive given your topic and your audience Non-projective
· How to organize the information in the body of the presentation for greatest · Chalkboard
impact · Whiteboard
· How to craft a clear, actionable conclusion · Charts and diagrams
· Models
Working with Your Default
· How to assess, understand and work with your default
· Exhibits
· How to capitalize on your strengths · Handouts
· How to overcome your weaknesses

Improving Your Visual Aids Pre-questionnaire & End of

· How to improve the visual impact of slides questionnaire
· How to use slide titles to set up the conversation
· How to organize content on slides to focus attention In order to meet and fulfill participants
· How to apply these concepts to handouts and leave-behind decks training needs, pre –questionnaires will
be distributed prior to the training and
Managing Nervousness & Engaging Listeners we will use the information we gather
· How to control it from them to tailor our training to fulfill
· How to stay focused (and on track in spite of it) the participants needs.
· Why engaging listeners is the key to reducing nervousness (and how to do it)
· How to settle your racing thoughts
· How to stay in the moment (so you can manage the unexpected)
In order to monitor and evaluate the
· How to make your presentations feel and sound more conversational training end of course questionnaire will
· How to preserve your natural personality and communication style when also be used.ith business systems
presenting
Our Services/Products
Your Default During Delivery :
· How to deliver clear and concise explanations
· How to be flexible (even if you'd rather not) The kind of services / products we do
· Why you need to stop worrying about saying things perfectly generally fall under three key Units.
· How to stay on course to keep your listeners on track
These include the following:
Handling Questions · Consultancy and Research
· How to maintain everyone's attention during Q&A · In-house Training
· How to stay focused on the goals of the agenda · Capacity Building
· How (and when) to move back to the presentation after an interruption
· Why sometimes the best thing to do is skip ahead
· How to manage time effectively
· How to avoid a defensive, knee-jerk reaction when things heat up

Managing, an Orderly Conversation:

· Why interactive presentations are so challenging
· How to adapt to your personal preference when it comes to Q&A and group
interactions
· How to encourage equal participation from everyone (and why this matters)
· How to meet your presentation's goals even if listeners pull you off course
· How to decide on the fly how much detail to go into
· What to do when difficult people take control
Contact Us
· Cell: +268 7668 5539
Tel: +268 7686 2805
Email: info@cot-consultants.com
Web: www.cot-consultants.com