Customer Care for Finance Organisations

This two-day course highlights the concept that customer care has long been recognised as being fundamental to a successful and profitable company. But in the competitive, chaotic move into the 21st century it does not go far enough. Service or solution based companies must now embrace the concept of Total Customer Focus.

Customer dissatisfaction often arises when the technical professional is unaware of the need to manage the client relationship. Often technically proficient specialists find to their surprise and disappointment that the client is not completely happy even though the work has been faultless. Technical professionals must realise that handling clients requires a distinct set of skills.

Client satisfaction is derived from the perceived quality of service delivered. This requires more from technical staff than just doing a good job. Furthermore, the provision of good customer care to clients is totally dependant on good customer care between colleagues working within the service team.

Course Outline

Why Does Customer Care Matter?

• The exceptions
• Customer care is important for 10 reasons
• What is ‘Good’ Customer Service?
• We get the customers we deserve
• Are customers ever expendable?
• The true meaning of quality
• Encouraging customers to complain
• The 4 fundamentals of customer satisfaction
• Major elements of customer satisfaction in service industries

Who are Your Customers?

• Customers and users
• Finding the users and customers
• Some are more equal than others
• The internal customer

How Well do You Meet the Need of Your Customers?

• Find out what the customer thinks
• Measuring customer service

Motivating People to Give Quality Customer Service

• What motivates people?
• How can we motivate for customer service?

Achieving Competitive Advantage Through Customer Service

• Short term gain
• What goes wrong?
• Cultural Change
• How can we get it right?

Training for a Customer Service mentality

• Bottom up = Wasted money
• Top down = Wise investment
• The customer care programme
• Typical training programmes
• What else is needed

Why You should do it and Keep on Doing it

• Procrastination = Doom

Questionnaires and Checklists

• Outline customer quality service questionnaire
• Customer quality survey