Course Aim

To highlight a range of skills and good practice in order to deliver consistently high-quality levels of customer care.

Course Objectives

By the end of the session you will be able to:

• Identify the difference between an internal customer and external customer;

• State the basics of what your customers want and need;

• Identify the three important factors of customer service;

• State what is meant by the ‘ABC of customer care’;

• State the importance of first impressions and perception;

• Identify and develop a range of basic customer care standards that you can use in your organisation;

• Identify reasons why customers might complain and the four types of complainer;

• State how to deal effectively with customer complaints;

• State a range of customer care ‘Do’s and Don’ts’

• Discuss the benefits of using ‘proactive’ rather than ‘reactive’ language when communicating with your customers;

• Identify what you can do to go ‘the extra mile’ with your customers;

• Note key learning points and any specific activities on your Action Plan.

Style of the Course

A mixture of training methods will be used including group activities and exercises, group discussion, some individual work, action planning and direct input from the Trainer.

Duration

1 Day.