Frontline Customer Care

Frontline Customer Care
One Day Course

Course Aims:
Achieving real excellence in customer service is key to the success of any organisation. If you are on the front line of customer relationships, you have the opportunity to make the most of every customer contact and to delight your customers.In this interactive and practical workshop you will gain the understanding, skills and confidence to develop your customer-centred activities. There is guidance on how to quickly implement ideas and techniques to handle all customer situations in a positive way, to deal with difficult customers and to deliver greater customer satisfaction and loyalty.

Everyone who communicates with a customer in any way should attend this workshop!

Course Outline:
Importance of Customer Care
•Understanding Customer Care
•Why customer service matters
Create the Right Impression
•Promoting a quality image
•First impressions & dress code
•A memorable welcome
•Acknowledging the Customer
•Receiving clients professionally
•Dealing with enquiriesInterpersonal Skills
•Demonstrating a positive attitude
•Making customers feel special
•Deciding priorities
•Developing effective listening Skills
•Body Language
•Taking responsibility
Reception Skills
•Managing the reception area
•Bookings and cancellations
•Prioritising tasks
•Measuring customer satisfaction
Dealing with Complaints
•Understanding the customer's real problem
•Caring about the problem
•Saying 'no' constructively
•Knowing when to take responsibility
Communicating Positively
•Managing first impressions
•Establishing rapport
•Avoiding negative statements
•Exceed customer expectations
•Putting customer needs first
•Making the customer feel special
•Developing positive customer relationships
Telephone Techniques
•Telephone best practice
•How to direct calls correctly
•Response checklist
Follow Up
•Effective After Sales Service
•Stay in-touch.