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PUTTING PEOPLE FIRST IN CUSTOMER CARE

Suitable for all staff involved with the customer interface

Duration:  1 day programme

Maximum 12 delegates per programme

Key Competencies Addressed :                                                  

                                                 
Bullet point Relating to others
Bullet point Service Delivery
Bullet point Oral Communication

Content:

Bullet point What is Customer Service/Customer Care?
Bullet point Who are our customers
Bullet point Considering that our behaviour can have an impact on customers.
Bullet point Understanding how our mindset effects service delivery outcomes.
Bullet point Identifying the stages of customer communication and the important elements of each stage - including effective listening and questioning techniques
Bullet point How to deal with customer complains and bring about a service recovery.

Methods:

Bullet point Roleplay
Bullet point Discussion
Bullet point Video
Bullet point Worksheets
Bullet point Quiz

Outcomes are:

Post course, delegates have a clear understanding of the standard of customer care expected at their place of work, and are motivated to uphold that standard. The section entitled, Complaint Handling for Happy Endings examines how an unhappy customer can be converted into a loyal customer by swift situation recovery.

Research tells us that a complaint handled well can produce a loyal customer of the future.

 

 

 

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People Tree Training, 117 Windingbrook Lane, Collingtree Park, Northampton, NN4 0XN
Telephone: 07712 582957 :: email:info@peopletreetraining.co.uk

Training and development, Assertiveness, Staff training, Personal development, Coaching, Management training, Presentation skills, Leadership, Appraisals, Bullying and harassment, Business growth, Confidence, Training courses

 

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