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contact us
if you would like further information on any
of our courses. Customer Care Course
Customer care is vital to the success of any organisation. In business it is no longer sufficient to provide the best product or service to ensure success, it is necessary to couple quality with 'excellence of service'. Quality customer care is the foundation upon which an organisation's success is built. This programme is a highly interactive, practical and learner-focused course, enabling participants to help add value through positive customer care, improve their understanding of the customers' needs and expectations, and understand the benefits to themselves and the Council of treating customers individually.
Objectives – The Benefits to You and Your Organisation:
By the end of this course you will be able to:
- State the value added by Good Customer Care and recognise the tell tale signs of good and bad service experiences
- Demonstrate a clear understanding of what customer care is about.
- Understand its importance to the Council’s success.
- Appreciate why the initial contact is so crucial
- Understand customer types – assessing their varying requirements, circumstances, needs and expectations.
- Deal with difficult customers – how important it is to control emotions and recognise the link between emotion, attitude and behaviour
- Use effective questioning techniques and comprehend the difference between listening and hearing
- Understand the relationship with Internal Customers – The Silent Service v Build rapport with customers
- Deal with angry, aggressive and abusive customers
- Respond positively to problems – turning negatives into positives
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Content:
Customer care statistics
- The iceberg theory
- Organisations recognised for exemplary Customer Care
- Why it makes good economic sense to drive for customer satisfaction
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Customer Relationship Management
- Customer profiling – who is the customer and why are they all different?
- Building rapport by using effective verbal, vocal and visual communication
- Asking key questions, being seen to listen using positive body language
- Ensuring Customer Satisfaction – turning positives into negatives
- Dealing with Internal Customers
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Tools and techniques of Customer Care
- Putting the customer first and making a lasting impression
- Dealing with difficult, angry, aggressive and abusive customers
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