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What are the objectives of Customer Care Matters?
It is very easy to upset people - just be aggressive or defensive. Thankfully, itÕs equally easy to keep people satisfied and loyal to your business - just provide good customer care. This one-day course will enable you to: - Fully understand the commercial objectives of your business/organisation and the fundamental role of customer care in business
- Appreciate your role as a salesperson for your business/organisation
- Turn complaints into opportunities
- Develop a customer care attitude
- Understand the importance of internal and external customers
- Recognise the importance of customer-facing activities
- Understand how people make the difference
- Appreciate the issues involved in delivering excellent customer service
What
does Customer Care Matters cover?
- Business
success and failure - the difference between good and bad service
- Internal
and external customers
- Customer
retention and loyalty - Ôcustomer for lifeÕ principles
- Needs,
wants and expectations - your attitude and others
- Internal
company communication and teamwork
- Dissatisfied,
satisfied and delighted customers
- Effective
customer communication
- Listening
and body language
- Basic
telephone skills - reducing customer waiting time, handling customer
complaints
- The
service promise - ownership and empowerment
Who
will benefit from Customer Care Matters?
Anyone who talks
to or meets customers and managers who have responsibility for customer-facing
people.
Development
Report: DISC - Customer Service
Duration: 1
day
Course fees:
dependent on number of people booking, call for details.
 Generic Courses
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