CUSTOMER CARE
Who Should Attend And Why

Good customer care is key to the success of any organisation. This Programme provides participants with the necessary skills to understand and exceed customer expectations in order to stay ahead of your competitors. A highly practical day, allowing participants to discuss their own issues and concerns in the workplace. Aimed at all staff that have contact with your customers, external or internal.

By The End Of The Programme Participants Will Be Able To:

1. Project a positive professional image
2. Assess, guide and exceed customer expectations
3. Resolve difficult situations
4. Effectively handle awkward customers
5. Turn complaints into an opportunities
6. Contribute towards a team problem solving and positive support culture
   

Programme Overview
What is Customer Care?

• A definition of service excellence
• Why good customer service is imperative – the consequences of poor service
• Who are your customers – internal and external

Projecting the Company Image

• The organisational image from your customers’ viewpoint
• The importance of first impressions
• The attitudes, knowledge and skills for service excellence

The skills of positive communication

• Learn how to use effectively the key skills needed for customer care
• Ensuring you ask the right questions
• Discover the importance and skills of active listening and positive feedback

Difficult Customers and Situations

• Find out how to deal effectively with the behaviour and attitudes of others
• Discover the secret of turning complaints into opportunities
• Helping the customer solve the problem – options and choices
• Protecting your emotions and working with those of the customer

Find out How to Recognise Customer Types
- learn how to deal with distinct personalities over the telephone

Building a Positive Service Culture

• Discover how to gain buy-in and commitment from colleagues
• Learn how to identify, and overcome, weak links

What do Customers Really Want?

• What customers need vs what companies think customers want
• How to discover what your customers really expect from you
• Learn how to meet and exceed your customers’ expectations

Personal Effectiveness

• Identifying the resources and people who will help
• Building rapport for the future
• Staying sharp – even at four o’clock

Personal Action Plan

• Each delegate writes their own action plan to enable them to transfer their skills to the workplace