STAR Service


Company Information



Company/Provider: Workwise Corporate Training Solutions

Email: Send Enquiry / Make A Booking

Telephone: 27 11 4767550



Address:
Suite 5, 178 Smit Str
Fairland
Johannesburg
Gauteng
South Africa

Price:
Request A Price

Course Description

STAR SERVICE is designed for all customer service representatives, their managers and all staff who have client/customer contact. This learning programme includes an overview of customer service, and encourages learners to identify and take action to meet or exceed customers' expectations and requirements.
STAR SERVICE reviews the essential communication skills required for effective customer service: listening to, observing, questioning, verifying and explaining which are integrated into the STAR SERVICE Transactions. These skills and techniques enable customer service representatives to gain customer cooperation; to pinpoint and satisfy immediate service needs; and to work with the customer to agree upon and develop solutions to problem situations.
STAR SERVICE includes the following topics;
• Understanding what customer service is
• Knowing your customers
• What customers expect
• Defining the Service Promise
• Delivering STAR service
S: Sync –up with the customer
T: Target to determine customer needs
A: Assist to meet the customer's needs
R: Reaffirm assistance and the relationship
After STAR SERVICE training, customer service professionals will be able to implement what they have learnt, instead of knowing what to do, they will know how to do it, and clients and customers will recognize the superior service offered by your company's service professionals. STAR SERVICE will provide learners with the focus and strategy the need to reaffirm relationships with customers which, when done well, will increase retention, expand customer relationships, and drive customer referrals to increased levels.
Develop and entrench a client-centric culture within your organization today with STAR SERVICE!


OUTCOMES & BENEFITS

Learners will be able to:
• Understand what customer service is and know who their internal and external customers are
• Identify their internal and external customers' service delivery expectation
• Use listening, observing, questioning, verifying and explaining skills appropriately in client/customer service situations
• Define a service promise that addresses customers' needs and expectations
• Perform the 4 steps of the star service processes
• Apply the 4 steps of the star service process to their own work situation
• Resolve customer queries and complaints quickly and effectively
• Deliver world class levels of service to internal and external customers

Date(s)

As required by clients for groups of 6 - 15 learners per group

Duration

2 days

Notes

Certification: Workwise certificate of attendance on completion of the programme
Learners receive:
A workbook with readings, exercises; activities and games to enhance learning; a laminated behaviour model card; an action plan for improving levels of professionalism; and pre and post-tests

Location

Nationally as required by clients

Venue

At client's own training venue for groups of 6 - 15 learners per group


Profile Manager








Designed Developed Hosted Clearmark