Excellent Customer Care

Course Objective

Businesses who make their customers feel valued have a substantial competitive edge. Implementing excellent Customer Care is often a matter of detail, listening skills, and an understanding of customers' needs and expectations. This course is a thorough exploration of good communication, including verbal and non - verbal messages, what makes customers feel appreciated, asking the right questions and actively listening to the answers.

 

Course Outline

  • The importance of excellent Customer Service
  • Walking in the customer's shoes
  • Customer needs and expectations
  • Moments of Truth
  • The Communication Mix
  • Body Language
  • Posture and gesture
  • The way we say it
  • The words we use
  • Accurate listening skills - quiz
  • Active listening
  • Effective questioning
  • A positive approach to difficult situations
  • Assertive communication
  • Different types of customer
  • Dealing with aggression and anger
  • Complaint handling
  • Action Plan

 

Suitable For

Front line staff in a service capacity who regularly meet customers face to face.

 

Outcomes

  • Improved understanding of customer needs
  • Depth of awareness of how to exceed customer expectations
  • Enhanced communication skills
  • Increased confidence to smooth difficult situations

 

© Candy Bowman 2013


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Federation of Small Businesses Member