SAJ to host two-day customer service excellence workshop
The Shipping Association of Jamaica (SAJ) will host a two-day training workshop for professionals looking to develop the skills and attitude to offer exceptional customer service.
The online workshop, which is facilitated and certified by the Management Institute for National Development, will be staged from February 8 to 9 between 9 a.m and 3 p.m. each day.
The 12-hour seminar will address customer-oriented challenges faced within the workplace and empower participants to effectively engage customers, with a view to understand their needs and provide timely solutions. Additionally, they will learn how to successfully interact with internal and external customers from diverse backgrounds and with varying issues.
The overall course content will cover understanding the business of customer service excellence; sustaining a service excellence culture; communicating professionally with customers; overcoming challenges in customer service; and using complaints to drive improvements within the company’s service delivery.
Specific topics include oral communication skills, telephone techniques, strategies to manage customer expectations, body language, using tact, handling difficult situations, and strategies to resolve challenges.
The training will use adult learning-facilitation methods that incorporate the experience of participants using taught practical approaches. Emphasis will be placed on a collaborative, hands-on approach that focuses on the participants’ application of the course materials in their individual job functions.
The delivery will include a combination of presentations, discussions and realistic exercises. Overall, the training will be practical and highly interactive to facilitate the development of critical skills required to provide positive customer experiences.