Customer Care

At the end of the programme each participant will:

• Understand how customer service builds and maintains business
• Recognise each individual’s role in satisfying customer’s needs and meeting customer’s expectations
• Know the "how to’s" of handling customer complaints
• Know how to develop a quality and caring culture in the organisation
• Identify the key elements of an action plan to build better service levels within the organisation

The programme lasts for either a half day or full day.

Training Methodology

The course is highly practical with the emphasis on individual and group participation. The instructional format will include:

• Lectures
• Practical exercises
• Group discussion
• Instructional videos

Programme Content

• What is customer care?
• The key elements
• Why is customer care so important?
• The tangible difference to your customers
• Who are your customers?
• Internal and external
• The "moments of truth"
  • Key customer contact points
• Managing and extending customer relations through better customer service
• Effective communication skills
• Listening skills
• Giving and receiving information
• Handling customer complaints and winning
• Ideas to increase the level of customer service within your area of influence