Customer Care - Quick Guide

A Quick Guide

Each package is tailored to the needs of the client’s organisation, making use of real examples / issues from within the organisation to form the basis of the case studies used.

The package contains a variety of practical exercises for delegates to undertake, including case studies but not involving role play. (An outline of the topics covered within the package is given in the 'topics covered’ section.)

The training package comes with everything the tutor will need:

	all of the visual aids, the case studies and exercises that delegates will use;
	the handouts to be used;
	a personal record card and ‘certificate’ for each person attending.
	detailed tutors notes which explain how each exercise should be run, the materials required etc., as well as offering advice on how to gain group and individual participation, and how to answer those awkward and difficult questions.

Contents & Design

A standard package contains a number of 'modules' each covering a different topic (see Topics Covered section), starting with a ‘Foundation Module'.

The topics may be taken in any order or coupled together (in differing combinations) and the length of the individual training sessions can be geared to suit the client’s needs - ranging from short, two-hour sessions, to half or full day workshops – by altering these combinations.

You can also add new topics or delete existing ones to meet your specific needs.

The ‘Foundation’ Module

	the organisation’s philosophy of customer care is explained, including the concept of ‘My Customer, My Responsibility’;
	the Standards (for all staff) which apply within the organisation are examined – these might include such issues as general approach to customers, acting with honesty / integrity, seeking to continuously improve etc.;
	the extent of an individual’s personal responsibilities for customer care is explained;