workshops are currently on offer?
We are currently only running
the Customer Care Workshop - Module 1 because of it's
great demand and popularity. Other Modules are available which
covers topics on Professionalism and Office Etiquette but are
not on offer currently.
VPAGES is planning a
Customer Care Module 2 as a follow-up on the Module 1 Workshop,
but that will only come into operation towards the end of 2012.
will benefit most from this training?
Surveys done at our Workshops
indicated that less than 5% of employees, new and long-serving
including members of all levels of management, have done any
training specifically on customer care. At one such training
session members of staff who have been serving customers
face-to-face, on a daily basis for periods ranging between 7 and
15 years, has never done any specific training in customer care.
This is very alarming if one takes into account how
service-conscious consumers have become these days. Ignorance of
your customers' needs and expectations can result in loss of
business which may be very difficult and costly to win back.
It is not always realised,
but the person who benefits most from proper, professional
customer care, is the person delivering the service. Customers
show their appreciation when treated well and their positive
feedback acts as a tremendous motivator to the staff member.
The importance of serving
with the right attitude is dealt with in depth as well as the
importance of teamwork. More than 60% of customers lost are
because of a negative attitude experience.
A company's image is only as strong as
its weakest employee. What is absolutely vital is the total or
overall experience of the customer. Many companies mainly focus
their customer care training on their front line staff which is
a big mistake. The car guard in the parking lot is just as
important as the person keeping the restrooms clean, the one
unpacking the merchandise and the salesperson manning the
This Workshop is suitable for
students and new-starters with no experience in serving
customers as well as experienced staff members, managers and
owners of businesses.
The training is interactive,
practical and enjoyable and feedback from delegates proves that
it addresses a much needed need among employees. It also acts as
a powerful motivator and energizer to encourage delegates to go
into their place of work and deliver only the best service
possible - to both internal and external customers.
about further training after doing this Workshop?
If delegates remember and
apply what they were taught during this Workshop they will be in
the top performing 20% of employees serving customers in the
market place. Unless your job is directly related to your
company's customer support department, further formal training
should not be necessary.
What we strongly recommend is
for delegates to start reading good books on customer care.
There are excellent books available at good bookstores and
websites like Amazon.com. Companies should build up their own
in-house libraries of customer care related books and encourage
employees (even make it compulsory) to read them. Herewith a
list of good customer care books.
Click here ...
Meetings specifically dealing
with customer care issues should be held regularly (weekly) and
staff members should be encouraged to share their ideas and
suggestions on how customer care could be improved using the
knowledge gained at the Workshop as guideline.
customers are truly the reason you are in business, the
people who take care of those customers are your most
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