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Customer
Care |
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Duration: 1 Day
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Course Description
This
is a one day training course designed for people who want to improve their
customer service and maintain a customer sensitive culture. The course
will cover questioning and listening skills, as well as teaching them to value
their input and provide an understanding of the "tools" required to be
professional employees.
The
topics below represent a suggested course content.
However these can be adapted to meet specific objectives
Course Contents
A
look at how critical first impressions are.
Understanding who the customer is.
Why customer service is essential to success.
How to make a favourable first impression.
How
to make positive contact and build rapport with a customer – face
to face or on the phone. How
to analyse customer needs rapidly through excellent communication
skills. How to respond appropriately by adjusting language and pace.
How to exceed customer expectations through initiative, energy
and sensitivity.
Looking
at techniques employees can use to solve problems and retain
customers. The five
basic steps to solving problems and how to use them.
How to maintain composure and professionalism when confronted
by an angry or upset customer.
How to diffuse customer anger through effective
listening and empathy.
Why
listening should be the first consideration.
Seeking first to understand then to be understood.
How to listen effectively – types of listening including
empathy, counsel and circularity.
Demonstrating
customer care, added value and responding.
Establishing customers preference and customer focus.
For further information call
us on 01324 719698
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