Providing customer
care and delivering a first class customer service is
about creating the right impression first time - a must
for businesses that deal directly with the people. To be
successful, customer care requires an understanding of
customer expectations and the skills to exceed that
expectation, even when faced with difficult customers.
This training course - customer care - is both practical
and interactive, providing the personal and professional
skills required for business people or staff who are often
the first point of contact for customers. Throughout the
course you will have the opportunity to practice customer
handling skills with role play, practical exercise and in
discussion groups, enabling a confident return to the
business.
Course Objectives
To Make one understand the impact of good/bad service.
Take more responsibility for complete customer
satisfaction.
Handle customer objections and complaints positively.
Enhance the reputation of the company.
Create and maintain a professional customer-led image.
Learn how to develop customer empathy.
Remain calm even when under pressure.
Gather
information, even in a tense situation, in order to deal
with the real problem.
Defuse customer anger and build rapport.
Communicate with confidence and assurance.
Maintain professionalism under pressure.
Course
Content
-Customer Care - It's Importance
-The
Customer-led Approach
-First
Impressions Count
-Communicating Positively
-Front
Line Complaint Handling
-The Complaint - How to
Control It
-Communication that Works
-Remaining Calm - Not Over-reacting
-Creating Satisfaction from Dissatisfaction
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