Course:
Customer Care
- Duration: 1 Day
- Who is it for: Those dealing with customers, either face-to-face or over the phone
This course is suitable for delegates if:
- they deal with customers in their job, either face-to-face or over the telephone;
- they are new to the job market
- they have been employed for some time
- their person-to-person skills and professionalism can be reinforced and updated
Following the course, delegates should be able to:
- Understand the importance placed on customer service
- Know how to evaluate and develop their own customer service strengths
Realise the value which excellent customer service adds to their own working day and the advantages it brings to themselves and their company
- Contents:
- Background and development of customer service
- Good customer service – why it matters
- Poor customer service – what to avoid
- Analysis of existing skills
- Listening skills, body language and assertiveness
- Assessing the objectives of the organisation in relation to its customers
- Handling complaints and turning them into opportunities
- Effective customer communications
- Dealing with difficult customers
- Internal customers
- Measuring success
Personal development
skills courses