An Insight into Customer Care

Who are our customers and how can we provide excellent service?

The aim of this workshop is to explore ways to improve the way you communicate with customers, developing improved relationships, higher levels of customer satisfaction, increased sales and customer loyalty.

Course objectives/key benefits:

• To explore personality behavioural preferences
• Explore the characteristics and behaviours associated with personality behavioural types
• To identify the delegates own behavioural preferences and relate this to dealing with people who exhibit the same and different behaviours to theirs.
• Learn how to adapt their own behaviours and attitudes to provide the individual service required by the variety of customers they serve.
• Who the course is aimed at:
• Those who want to improve relationships to produce a higher level of customer satisfaction or who have an interest to learn about different behaviour types and how to communicate effectively.

Course content:

• to understand personality differences and the effect of our personal behavioural preferences on others
• to recognise and use our behavioural strengths for personal and customer benefit
• to create a positive first impression and build rapport by adapting our behaviour to best suit the personal style of our customer
• to communicate more effectively with others, taking thier behavioural preferences into account, building more successful relationships
• to be able to deal with difficult situations and complaints

Course tutor:

Tracey Muir

Training method:

A practical workshop delivery.

Course outcome/qualification:

PTC Certificate of Attendance.

Pre-requisite knowledge/qualification:

None.