Duration 3 Days
Who should attend?
Managers and staff in a customer facing role.
Learning Outcomes
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Understand what customer service is
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What do customers expect of us?
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How should we communicate with our customers?
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How customer service can keep or lose customers
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Customer care policieshow to create and implement
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Customer care Charterswhat they do?
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Developing a personal plan to improve your customer care
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Handling complaints positively
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Measuring and evaluating our processes and policies
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Apply problem solving techniques in decision making
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Understand team dynamics to improve customer service delivery
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Your role in improving the teams performance
Course Content
Day 1 Customer care in action
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Customer Care v Customer Service
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What are Customer Expectations?
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Communication Skills
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Telephone Techniques
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Building Rapport & Gaining Attention
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Effective questioning skills
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Listening skills
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Body Language
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Lost customers whats the cost?
Day 2 & 3 Implementing Customer Care policies and procedures
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The importance of a customer care policy
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Developing a Customer Care Charter
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Identify what makes customer care count
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Handling complaints effectively
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Measuring customer satisfaction
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Problem solving and decision making techniques.
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Identify ways of implementing change in response to customer needs
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Monitoring of Customer care polices
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Empowering Teams to Improve customer Service
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Plan and organise development of customer care staff