Customer Care - Developing a Care Culture

Course Objectives:
The aim of this course is to enable delegates to create and maintain a positive and informed culture of customer care within their organisation.
Contents:
By the end of this course each delegate will be able to:
- Identify the different kinds of customer
- Establish why poor customer care happens
- Describe customer likes and dislikes
- Grasp the importance of the lifetime value of each customer and of building sound relationships with customers
- Handle customer enquiries professionally
- Design a procedure for handling customer complaints positively
- Be assertive with their customers
- Describe the importance of non-verbal communication
- Recognise the seven types of difficult people
- Develop a coping strategy for dealing with difficult customers
Who should attend:
Managers and staff of organisations of any size who have a customer facing role.
Course benefits:
This programme provides a structure for dealing with customers across all aspects of the relationship. It is based upon an understanding from the customer's point of view and demonstrates the skills necessary for effective communication and the ability to manage customers' heightened demands and expectations.
Additional information:
The overall aim of this programme is to maximise the customers experience to encourage them to return and others to do the same. The cost of attracting new customers continually increases; yet an existing loyal customer offers enormous lifetime value.
Certificates:
All delegates who successfully complete this course will receive a certificate of attendance.
Trainers background:
The trainer for this course has extensive experience in design and delivery of customer care training. They have been successfully delivering training to both public and private sector organisations for over twelve years and most recently held a senior management training role responsible for the delivery of sales and customer care training throughout the UK offices of a well known and highly regarded financial services company.