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 :                                                  

	Relating to others
	Service Delivery
	Oral Communication

Content:

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

Methods:

	Roleplay
	Discussion
	Video
	Worksheets
	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.