Customer Care

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.