Customer Care Excellence

Introduction

Pleasing customers is crucial to the success of any business.  Research shows that today, customers have higher expectations of how they wish to be treated.  It is also proven that customers place high priority on the way they are made to feel.

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Description

Course Objectives 

By the end of the course, delegates will have:

  • Reviewed the criteria for an Effective ‘Customer Service Person’ and identified areas of strength and areas for development.
  • Recognised the importance of receiving visitors and presenting the right image
  • Defined the differences between poor satisfactory and excellence in customer care in the customer’s perception.
  • Agreed the most effective way of processing a call
  • Practised effective questioning and listening skills.
  • Recognised the main elements of professional telephone communication.
  • Described the relative importance of words and voice in communication by telephone and face to face.
  • Demonstrated their ability to deal with complaints
  • Recognised the need to ‘own’ the problem
  • Demonstrated their ability to put into practice the key elements of Customer Care through role play.
  • Prepared a personal development action plan.

Course Content

Excellence in Customer Service
What do Customers really need/expect?
Achieving ‘customer satisfaction plus’
Making the difference
The internal and external customer
Blocks and barriers

The Skills of Communication
How do we communicate?
Essential communication skills
Building rapport
Listening
Gathering information
Passing on information

The Power of Behaviour
How are we judged – How do we judge others?
Prejudices, assumptions, perceptions
Positive Thinking – Positive Behaviour

The Skills of Telephone Communication               
How do we communicate?
Creating the right atmosphere
Building Rapport

Receiving & Making Calls 
Getting the most out of a call
The out-going call – planning for effectiveness

Assertive Communication
Aggressive v Passive v Assertive Behaviours
Effects of the three behaviours
Rights and responsibilities

Dealing with Customer Problems
Owning the problem
Diffusing anger and turning complaints into compliments
Dealing with complaints

Personal Action Planning for Self Development

Note: Teletrainer and Audio Equipment is used throughout the Course

Course Duration: One Day