| Duration: |
1 Day |
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| Designed for: |
Any member of staff who communicates with internal or external customers and wants to gain confidence in dealing with different types of people. |
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| Aims: |
To identify the importance of Customer Care and ways to improve the quality and learn how to turn complaints into opportunities. |
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| Objectives: |
At the end of the course, delegates will be
able to:
- Communicate more effectively
- Understand the impact of customer care
- Recognise assertive techniques and when to use them effectively
- Recognise how to turn negative situations into positive opportunities.
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| Content: |
- Defining customer care
- The basic needs of customers
- Building long-term relationships with Customers
- Understanding internal & external customer care
- The importance of providing excellent customer care
- First Impressions
- Effective Communication skills
- Voice, attitude, listening and questioning
- Owning the Problem
- Assertiveness
- Handling Difficult Situations
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| Method: |
Delegates will receive reference material. The emphasis will be on enhanced knowledge, understanding and skills development gained through discussion, exchange of views and practical exercises. |
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