Why Customer Care Training?
Do you recognise that customer care is the key to successful, profitable and enjoyable business, yet feel that your company – or people within it – are failing to deliver what is required?
While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique.
The concept of ‘Customer Care’ is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.
To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.
The result: Customers will be treated properly by staffs who understand the importance of their role and how to fulfill it so as to maximise benefit to the company.
Course Aims
This training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.
Long term benefits to your business
Here are some of the many proven benefits of putting to Customer Care training at the heart of your organisation.
• Stand head and shoulders above the competition
• Exceed customer expectations and encourage repeat business
• Increase business through word of mouth recommendations
• Attract higher quality staff and improve staff retention
Who Should Attend
Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.
Course Outline
Introduction
• Your role in the company
Who is the Customer?
• What does the customer mean to you and your organisation
• The Batho Pele Principles
• Internal and external customers
• Internal Branding and organisational values
The communication process
• Good verbal communication
• The six golden rules of verbal communication
• Non-verbal communication
• Barriers to good communication
• Listening Skills
The importance of your customers
• Customer service dimensions
• Your customer service role – the snowball effect
• Causes of Customer dissatisfaction
• Obstacles to good customer service
• Dealing with the dissatisfied customer
• The typical dissatisfied customer
• Emotional Reaction – you and the customer
Meeting your customers’ needs and building relationships
• The relationship cycle
• Interpersonal relationships
• Ten golden rules of good customer service
• Positive results of quality customer service
• Cause and Effect
• Taking control
• Dealing with the customer – the AUDIT technique
• Getting the team-work right
• Setting goals to improve performance