Training
Great Customer Service Isn't Optional
If you’re looking to gain the competitive edge , exceptional customer service is key. Wendy Knowler has a wealth of experience in the area of customer service training. She hosts training workshops for businesses around South Africa, or online. Wendy’s expertise, based on more than 20 years of mediating conflict between consumers and companies, will gear your team for success in this critical space.
All companies will have a wobble sooner or later – we shouldn’t judge them on that, but rather on how they handle it. Communication is absolutely vital. – Wendy Knowler
Testimonials
Don’t take our word for it – here’s what some of Wendy Knowler’s clients say:
“Wow, Wendy’s workshop was amazing! It was like getting a double dose of awesome: brilliant customer service insights and Wendy’s captivating storytelling… It was incredibly valuable and made a big difference. We learned how to handle feedback, find solutions quickly, and use the right tone to build strong relationships with our customers. Wendy’s workshop is a must!”
Danisha Govender
Ocean Basket
Wendy Knowler’s insights into what drives consumer interactions with companies… is incredibly valuable to a platform such as ours and, we believe, will be to any business or organisation which wishes to understand the modern consumer.
Hannes Oosthuizen
cars.co.za
Wendy has always been a great presenter & drawcard for us considering the socially topical content she works with daily. Wendy strives to be fair to the consumer as well as the businesses involved — a quality that is seldom found in reporters but is so essential to the future of SA’s success.
Janeen Johnston
Society of Consumer Affairs Professionals (SOCAP)
Training Workshops
01
Customer Experience: Understanding what makes or breaks it
This training session aims to make employees understand that in every interaction with a customer or potential customer, they hold the company’s reputation in their hands. They can either enhance or sabotage that reputation, often unintentionally.
Wendy will give examples of each side of this coin. She’ll illustrate how even the most subtle change in employee mindset can result in a win-win work experience: making both their jobs and the customer experience more positive and enjoyable.
This workshop also covers the technological approach to “Cx” versus understanding the human connection; how corporate language alienates customers; the impact of social media on the customer-company relationship, and dealing with unreasonable, abusive customers.
The material is brought to life with case studies and videos. (3 – 4 hours)
02
The Outsider's Experience
03
Social Media Training
Consumers are increasingly choosing to interact with companies via social media, sharing both their good and bad experiences. This presents companies with an invaluable means of communicating with their customers in real time. Wendy will showcase examples of companies getting it right and those getting it horribly wrong. She will also talk about the importance of consistency between social media responses and responses on traditional customer care platforms. (2 hours)
04
How to handle abusive customers:
Wendy will take your team through how to handle abusive customers. They appear to be on the increase, in part because of the public media shaming threat. Gaining the skills to deal with abusive customers begins with companies understanding some of the reasons for the abuse. In this workshop, Wendy will empower front-line staff members and their line managers to take control and diffuse these situations in a professional manner. The session is designed to be highly engaging and interactive. (2 hours)