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Customer Care - Putting the Customer First

1 Day

Introduction

Developing relationships with customers can enhance business growth and the most successful organisations manage the service their staff give to their customers.

Pleasing customers is crucial to the success of any business and 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. 

Programme Objectives

To improve customer retention through increasing satisfaction and providing an excellent service whilst working within company guidance and ethos.

Programme Content

Customer Care Excellence

  • What it means

What is Customer Care?

  • How are customers made to feel important?
  • Achieving the competitive edge

Communication - The Key to Positive Customer Care

  • Listening and Questioning Skills
  • Getting the Message Across
  • Appropriate use of Emails

Customer Care over the Telephone

  • How to sound professional
  • Importance of preparing
  • Handling Messages
  • Building Rapport

Face to Face Customer Care

  • Body Language and Rapport Building

Dealing with Difficult Customers

  • Understanding how the customer feels
  • Diffusing anger and turning complaints into compliments
  • Assertive Responses

Customer Complaints and How to respond

Personal Action Planning