Customer Care

Objectives: Project the right impression. Improve customer satisfaction. Enhance the organization’s reputation. Improve attitudes and develop techniques to handle rudeness and complaints positively and assertively. Develop a ‘customer-led’ approach to business.

Content: The Successful Customer-Led Company

�� the policies, methodology and results achieved by organizations that have adopted a specific ‘culture’.

Working Cohesively

�� Changing attitudes; encouraging teamwork and ‘ownership’ of difficulties.

Your Obligation to the Customer

�� Striving for complete customer satisfaction; problem solving – root cause analysis; how to implement the plan.

Communication

�� Telephone voice and manner; how to deal with enquiries; how to avoid problems and ensure customer satisfaction; how to ensure that the relationship with the customer is positive.

How to Project the Right Image

�� How to instigate and maintain a professional customer-led image; the first impression; appearance, attitude and approach; the need to establish rapport; the importance of listening and two-way communication; enhancing the reputation of the organization.

Dealing with Difficult Customers

�� Dealing with complaints effectively; taking responsibility for the customer; complaints received by telephone.

Action Plan

�� Participants plan and discuss what they will do on return to work.