Customer Care
Introduction
Customer Care is an all-encompassing strategy to treat the customer as a human being. It involves managing the customer's expectations and delivering that little bit more.
In a customer orientated organisation the need to care for internal and external customers leads to well motivated, positive staff providing effective support systems.
Format
Training will be delivered in a relaxed, friendly environment conducive to the learning process. Workshops will be highly participative. Formal trainer input will be complemented by exercises, discussions and regular feedback sessions and delegates will be actively encouraged to take part.
Delegates will need to log the main learning points as the course progresses. This will enable them to ensure that objectives are being met and will help in the formulation of workplace action plans.
Aims
This workshop aims to encourage delegates to re-think the way they view customers and encourage them to look at how they, as individuals, can make a difference. The workshop focuses on the key competencies of caring and sharing, team working and influencing and communicating.
Objectives
At the end of the workshop programme delegates will return to the workplace better able to:
• Define and identify their customers
• Understand customer wants and expectations
• Take control of communication with greater skill
• Project a professional image at all times
• Present themselves with greater clarity and confidence
• Handle awkward customers and complaints with greater skill
• Have a better understanding of the issues involved in giving excellent service
• Implement a plan for improving customer care within their own organisation
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