B3 - Customer Care
- Duration:
- 1 Day
- Target Group:
- Designed for anyone engaged in, or responsible for, any aspect of
customer care within your organisation, this workshop focuses on the
fundamental tools and concepts necessary to delivering "outstanding"
customer care.
- Objectives:
- As a result of the course, participants will:
- Have a clear picture of what outstanding customer care means
to your customers.
- Have a full understanding of the fundamental tools and concepts
that must be used to achieve outstanding customer care within
your organisation.
- Be able to communicate and handle complaints more effectively
- Course Content:
-
- Distinguishing outstanding customer care
- Moments of Truth
- Communicating powerfully
- To understand the different ways people receive and process
information
- Active Listening
- Assertiveness
- Keeping Promises
- Memorable service
- Effective complaint handling
- Customer care standards and sins
