Customer Care
Understand how to deliver truly exceptional customer service
Benefits to you and your organisation
- improve the service you deliver to clients, users or ‘customers’. Service users/customers will make better and more efficient use of your resources
- staff morale will improve as individuals feel more confident dealing with clients and able to tackle issues that arise
- satisfied service users/customers will feedback to friends, colleagues and even funders on improvements to your organisation
- bring about a cultural and attitudinal shift in your organisation – rather than the superficial ‘have a nice day’ approach
- feel the secondary benefits: reduced bureaucracy, less stress-induced absenteeism, a more empowered staff and a fall-off in time-wasting complaints
Core modules
- Profiling external customers and understanding internal customers: analysing current external customer needs, potential problems and strategies, introducing the concept of internal customers, team building through customer care
- Delighting your customers – quality and customer care: setting service standards, drawing up a customer charter, setting Key Result Areas (KRAs) for quality, maintaining continuous improvement
- Professional telephone behaviour: projecting a positive image via the telephone, dealing with enquiries effectively, questioning techniques, the verbal handshake
- Face-to-face customer relations: presenting positive personal image, body language and interpersonal skills, techniques for front liners
- Handling complaints: identifying sources of problems, dealing with aggression, follow up action, assertiveness
Learning approaches
The programme is carefully structured to ensure participants derive practical workplace skills. We combine a variety of training techniques including role play, syndicate work, practical exercises and case studies.
| Duration | 2 days (standard) |
|---|---|
| Documentation | Workbook containing all topics covered during the programme. |
| Contact | Only available in-house. |
| Booking Info | Only available in-house » |
Please contact us if you'd like to discuss your training requirements with our team, or would like more information |
