Customer Care

Overview

This course is intended for anyone who deals with customers, whether face-to-face or on the telephone. Customer service is one of the most important aspects of any organisation, it’s not just a question of reacting to your customer’s needs it’s about anticipating those needs in advance of their arrival. We will also be looking at situations when a customer’s expectations are not met and the potential for conflict arises.

Who is Customer Care aimed at?

Anyone who deals with customers or clients

Course Length

1 day

Learning Outcomes

On conclusion of this course, participants will be able to:

• Explain the importance of being customer-centred
• Define their customers’ perceptions and how that affects their relationship
• Follow the steps to becoming more assertive
• Deflect a customer upset to a positive outcome
• Build and maintain rapport with their customers
• Use different types of questions to determine customer needs
• Analyse and adapt their behaviour when dealing with customers
• Explain why complaints occur and identify methods of managing them