Customer Care
Customer Care
Good Customer Care - not just meeting your customers' expectations, but exceeding them!
This half day course looks at how we can take better care of our cusomers' and is ideal for anyone who has contact with the public, or personnel form another organisation. The course may easily be adapted to suit the care sector, where customers' are usually referred to as patients', clients' or service users'. Topics include:
What is Customer Care?
Who is the 'Customer'?
Why it's important to invest in good customer care
Providing better customer care services
Listening skills
Personal image
Dealing with complaints
What to do when the customer is wrong
Monitoring and reviewing good customer care
Customer Complaints
'The customer is always right'. Well, not always. However their complaints' must be dealt with in a polite and positive manner. This 2 - 3 hour course looks at how to sucessfully deal with customers' who complain about the goods or services provided to them. During the session participants will gain an understanding of:
Good listening skills
Company policy and procedures
Positive and negative tone, body language and dialogue
Personal image
Following a complaint through
Referring a complaint
Giving information to your customer
Monitoring the complaint procedure
This course may be adapted to suit any customer service situation.