Customer Care Excellence

Overview

All staff in organisations who come into contact with your clients and customers play a crucial part in the ‘customer experience’ whether they operate face-to-face, on the telephone or via email, and knowing how to give exceptional customer care should be one of the key priorities for growing and sustaining business.

In order to provide the highest levels of customer service it is vital to remain focused on the importance of customer care and that the customer should be at the centre of everything that we do.

This course is designed for anyone in a customer facing role and will give participants the necessary knowledge and skills to support a culture of customer care excellence. Participants will learn how to deal effectively with clients and customers in ways that encourage good relationships, this includes dealing with incidents and complaints, so that participants are able to make a dissatisfied and angry customer into a loyal and lifelong fan.

Objectives

At the end of the course, participants will be able to:-

• Describe the relationship between the organisation and the customer
• Understand the importance and benefits of providing good customer service
• Demonstrate how to effectively handle problems that lead to customer dissatisfaction
• Display professional and acceptable behaviour when interacting with customers especially when dealing with angry or aggressive customers
• Understand how body language and effective listening play an essential role in providing good customer service
• Appropriately communicate with customers
• Identify customer requests and be able to direct them to the appropriate products and services

Content

• Customer Care Excellence
  • What it means
  • The cost of poor customer care
  • Internal and External customers

• What is Customer Care?
  • How are customers made to feel important?
  • Customer expectations
  • Going above and beyond
  • Achieving the competitive edge

• Communication – The Key to Positive Customer Care
  • Types of communication
  • Self-awareness and confidence
  • Being polite
  • Acknowledging the customers’ needs
• The importance of listening
  • Active listening
• Asking questioning
  • Open – Closed
  • Positive words and phrases
  • Avoiding jargon
  • Beginning and ending interactions
  • Sounding professional
  • The importance of preparing
  • Handling messages
  • Building rapport
  • Explaining the next steps

• The Importance of Body Language
  • On the telephone
  • Face-to-face

• Dealing with Complaints
  • Understanding how the customer feels
  • Explaining and apologising
  • Admitting mistakes
  • Being empathetic
  • Getting the message across
  • Being assertive

• Personal Action Planning