Customer Care - Topics covered

The Topics Covered

1. Putting Yourself Out For Your Customer

examines ‘making first impressions’, and limits of personal responsibility for customer care;

based around a number of case studies (all of which are based on actual examples taken from the client);

2. Communicating With Customers

examines the elements which go to make up face to face communication;

looks at the question of language and customers’ perceptions;

deals with telephone techniques;

makes use of a variety of individual exercises and discussion groups.

3. Handling Difficult Customers

	how to recognise and deal with customers who may be irate, rude, highly emotional etc.;
	involves a variety of individual and group exercises, including ‘active listening’ exercises, and group discussions.

4. Handling Customer Complaints

	covers the client’s customer complaints procedure;
	examines the type of language (and non-verbal communication) which should be used with such customers, including how to say ‘no’ politely;
	involves case studies based on reported incidents, as well as group discussions.

5. The Internal Customer

	examines what these customers actually want from the services provided – as opposed to what delegates think they are providing!;
	looks at ways of improving customer satisfaction;
	involves individual and group exercises, as well as group discussion.

6. Adopting Positive Attitudes

	looks at ways to maintain a positive attitude to customers, concentrating upon listening skills, problem solving, communication and language, and monitoring performance;
	involves a variety of individual and group exercises and discussion groups.

Additions? – Deletions?

But what if you want to emphasise a particular topic, or there is an issue which you feel needs to be covered but it’s not contained in the standard package? Or, what if you do not wish to make use of all of the modules in the standard package?

Nothing simpler. We can discuss your needs and then make whatever alterations to the package are necessary