Course Title: Customer Service and Customer Care                                                                                         

 Dates: 23^rd to 25^th October, 2024

Venue: MUBAS, Chichiri, Blantyre

Fees: MK 150,000 per participant.

Target Audience: All front-line officers and Supervisors in all different types of organizations. Organizations that have customer service or call centers are advised to send their officers. Those in the hospitality industry are equally encouraged to apply.

“Satisfying a customer is the bare minimum. Customer loyalty is priceless.”

In today’s competitive landscape, mere satisfaction is not enough. True success lies in capturing loyalty from your customers. Why? Because loyal customers become brand advocates. Unlock customer Loyalty and promote your brand by joining The Management Development Centre as they present a short course in:

Customer Service and Customer Care course for supervisors and Frontline Office

The aim of this course is to sharpen employees' skills to handle customers in all situations. These skills will create a long-lasting positive impression about your business.

The objectives of the training are as follows:

i. Give clear meaning of front office;

ii. Provide tips related to improving front office behaviours and performance;

iii. Offer guidance for dealing with challenges that occur at the front desk;

iv. Suggest tactics for effective communication over the telephone and in person;

v. Outline best practices for front desk officers to increase quality of service provided;

vi. The training will reinforce the company values and provide an opportunity for continued staff development.

The content will include:

For the 3 days, the seasoned facilitators will take participants through the following topics:

i. Understanding the meaning of the frontline office and its role

ii. Greeting and welcoming customers

iii. Creating a positive customer experience

iv. Authentic customer service

v. Safety and security protocols

vi. Upselling products or services

vii. Empathy

viii. Phone and E-mail Etiquette

ix. Active listening

x. Non-verbal cues

xi. Dealing with difficult customers