Customer Care

Course Description

Being able to provide a great customer care service can be the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. Furthermore, in days of competitive advantage, the ability todeal with customers has become a crucial skill, not least because customers are becoming increasingly aware of their rights and are more willing to fight for them. The importance of good customer care to customers, staff and ultimately to the organisation cannot be over emphasised. This course gives you expert tips on how to deal effectivelywith customers, with the return on investment including resultsin greater job satisfaction, fewer complaints, a positive company image and greater profits.

Course Content:

• Definitions of a good and bad customer care
• How to meet and exceed expectations
• The benefits of positive communication
• The importance of good listening skills
• The importance of body language
• Useful telephone techniques
• Handling difficult situations effectively

Who is it For?

For front line and support staff who provide a service to externaland internal customers by phone or face to face.