Customer Education and
Communication for
Revenue Authorities
02 – 06 December 2024
Sandton Centre
Johannesburg South Africa
Register Now! Limited Seats Available!
R19, 999.00 Per Delegate
Course overview
The “Customer Education and Communication for Revenue Authorities” course is designed to empower revenue authority professionals with the knowledge and skills needed to enhance customer interactions and education. The course covers a wide range of topics, from understanding customer needs and tailoring communication strategies to developing effective educational materials and embracing digital transformation.
Participants will gain insights into the importance of clear, honest, and ethical communication, and will learn how to leverage various communication channels to reach diverse customer segments.
Practical workshops and case studies will provide hands-on experience in developing and implementing customer education programs, ensuring that participants leave with actionable skills and strategies to improve their organization’s customer service and education efforts.
Course Objectives
- Enhance Understanding: To provide participants with a comprehensive understanding of the importance of customer education and effective communication within revenue authorities.
- Skill Development: To equip participants with the skills necessary to identify customer needs and tailor communication strategies accordingly.
- Tool Utilization: To familiarize participants with various communication channels and tools, both traditional and digital, and how to effectively use them.
- Content Creation: To teach participants how to develop clear, concise, and engaging educational materials.
- Improve Service: To improve customer service skills, including handling difficult conversations and building customer trust.
- Embrace Digitalization: To encourage the use of digital tools and data analytics in enhancing customer communication and education.
- Legal and Ethical Awareness: To ensure participants are aware of and comply with legal and ethical standards in customer communication.
- Continuous Improvement: To provide methodologies for evaluating and continuously improving customer education programs.
Who Should Attend
- Revenue Officers and Inspectors: Individuals directly involved in taxpayer interactions and education.
- Customer Service Representatives: Staff responsible for handling customer inquiries and providing assistance.
- Communication and Public Relations Officers: Personnel involved in crafting and disseminating information to the public.
- Tax Policy Makers and Administrators: Decision-makers who influence taxpayer education policies and strategies.
- Digital Transformation and IT Specialists: Professionals involved in implementing digital communication tools and strategies.
- Training and Development Officers: Individuals responsible for developing and delivering training programs within revenue authorities.
Course Outline
Introduction to Customer Education and Communication
- Importance of customer education in revenue authorities
- Overview of communication strategies
- Goals of customer education
Understanding Your Audience
- Identifying different customer segments
- Assessing customer needs and expectations
- Tailoring communication to different audiences
Communication Channels and Tools
- Traditional communication methods (letters, phone calls, in-person)
- Digital communication tools (email, social media, websites, SMS)
- Benefits and drawbacks of different channels
Developing Effective Educational Materials
- Creating clear and concise content
- Using visuals and examples to enhance understanding
- Multilingual and culturally sensitive materials
Customer Service Skills
- Active listening and empathy in customer interactions
- Handling difficult conversations and complaints
- Building trust and rapport with customers
Digital Transformation in Customer Communication
- Leveraging technology to improve customer education
- Implementing online self-service options
- Using data analytics to understand and predict customer behavior
Legal and Ethical Considerations
- Compliance with data protection laws
- Ethical considerations in customer communication
- Transparency and honesty in information dissemination
Evaluating and Improving Customer Education Programs
- Setting measurable goals and objectives
- Collecting and analyzing feedback
- Continuous improvement through regular review and updates
Workshop and Practical Application
- Role-playing and simulation exercises
- Developing a customer education plan
- Peer reviews and group feedback sessions
End of the workshop
IN HOUSE AND ONLINE TRAINING
While both In-House and Online training can present with cost-effectiveness and time-efficacy, there are some very specific differences between in-house courses and those based online.
The demand for additional courses by individuals or groups of people is increasing. Still, it depends entirely on the preferences of a person what type of training he or she wants to receive. Online courses and in-house training carry some similarities but they are considered to exhibit some very pivotal differences too. Despite that, both types of learning can be really beneficial for attendees.
For Registration and other Training arrangements,
contact us on the detail below.
SOUTH AFRICA : +27 11 057 6001
TANZANIA Cell: +255 769 688 544
WhatsApp +27 79 574 0389
info@bmktraining.co.za / www.bmktraining.com
