Customer Care - Delivering a First Class Service
Customer Care - Delivering a First Class Service - Course Outline
Providing customer care and delivering a first class customer service is about creating the right impression first time - a must for front line staff. To be successful at customer care requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers. This training course - customer care - delivering a first class service is both practical and interactive, providing the personal and professional skills required for staff who are often the first point of contact for customers. Throughout the course delegates will have the opportunity to practice customer handling skills with role play, practical exercise and in discussion groups, enabling a confident return to the workplace.
Course Objectives
Understand the impact of good/bad service.
Take more responsibility for complete customer satisfaction.
Handle customer objections and complaints positively.
Enhance the reputation of the company.
Create and maintain a professional customer-led image.
Learn how to develop customer empathy.
Remain calm even when under pressure.
Course Designed For
Front line staff in direct contact with customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.
Course Content
Customer Care - It's Important
The consequences of good/bad service
Looking to exceed customer expectations
Managing customer's heightened expectations
The Customer-led Approach
Putting customer needs first
Making the customer feel special and valued
How much time has the customer got - be effective or be friendly?
Ensuring there is a 'no pressure' relationship
First Impressions Count
Managing first impressions face-to-face
Managing first impressions on the phone
Communicating Positively
Establishing rapport
What not to say - image wreckers
Positive body language
Ending on a positive note
Front Line Complaint Handling
Understanding the customer's real problem
Caring about the problem - ensuring the customer feels listened to
Saying 'no' constructively
Developing customer empathy
Practical role play exercises
Handling the irate customer
Handling the chatty customer
Handling the apologetic customer
Personal Development
Action plan
Checking your customer care attitude
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