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Critical Elements of Customer Care– 1 Day

The ability to build and maintain rapport with customers is an essential business skill. The challenge of meeting customer expectations requires the ability to perceive customer requirements and respond appropriately.

Course Aims:

This course is designed to help participants build and maintain rapport with customers through developing business and effective communication skills. This will help your organisation make a great first impression every time.

You will learn:

· To demonstrate the importance of taking responsibility to achieve customer satisfaction

· Obtain from customers a clear understanding of their expectations

· Handle challenging callers calmly and confidently

· Demonstrate how you will reassure customers that their needs will be satisfied

Course Outline

• Introductions and personal objectives
• What is “customer service?”
• The 100% factor – generating improvements
• Why worry about customer service?
• Service beliefs
• Who are the customers?
• Seeing the customers point of view - meeting expectations
• Taking responsibility for customer satisfaction – owning problems
• Steps to problem-solving
• Setting targets and standards
• Systems and procedures
• Turning complaints into opportunities
• Techniques for handling people
• Dealing with difficult people
• Resolving conflict
• Keeping the pot on the boil – maintaining enthusiasm
• Managing stress and acting assertively
• Review and personal objectives

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