Customer Care
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Customer Care

One Day Course

Course Aims:
Achieving real excellence in customer service is key to the success of any organisation. If you are on the front line of customer relationships, you have the opportunity to make the most of every customer contact, and to delight your customers.

In this interactive and practical workshop you will gain the understanding, skills and confidence to develop your customer-centred activities. There is guidance on how to quickly implement ideas and techniques to handle all customer situations in a positive way, to deal with difficult customers and to deliver greater customer satisfaction and loyalty.

Everyone who communicates with a customer in any way should attend this workshop!

Course Outline:
Importance of Customer Care 
- Understanding Customer Care 
- Why customer service matters

Create the Right Impression 
- Promoting a quality image 
- First impressions & dress code 
- A memorable welcome 
- Acknowledging the Customer 
- Receiving clients professionally 
- Dealing with enquiries

Interpersonal Skills 
- Demonstrating a positive attitude 
- Making customers feel special 
- Deciding priorities 
- Developing effective listening Skills 
- Body Language 
- Taking responsibility

Reception Skills 
- Managing the reception area 
- Bookings and cancellations 
- Prioritising tasks 
- Measuring customer satisfaction Dealing with Complaints 
- Understanding the customer's real problem 
- Caring about the problem 
- Saying 'no' constructively 
- Knowing when to take responsibility

Communicating Positively 
- Managing first impressions 
- Establishing rapport 
- Avoiding negative statements 
- Exceed customer expectations 
- Putting customer needs first 
- Making the customer feel special
- Developing positive customer relationships
 
Telephone Techniques 
- Telephone best practice 
- How to direct calls correctly 
- Response checklist

Follow Up 
- Effective After Sales Service 
- Stay in-touch.


 
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Tools
 
Key Details
Duration1 day
 
£235
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).