Introduction To Customer Care | Introduction To Customer Care Training

Introduction

Introduction to Customer Care is a one-day training course that provides you with the essentials required, to provide excellent skills in customer care.

Customer Care is essential in business as, without it, your customers will not return.

This training course will detail all of the essential skills needed to aid your customer experience within the business.

Prerequisites:

• There are no prerequisites for the Introduction to Customer Care training course.

Who Should Attend?

• The Customer Care training course is suitable for anyone who interacts with customers and is seeking training for client services.

What Will You Learn?

• To understand the essential factors that are important in customer care.
• How to develop a consumer-friendly approach.
• How to deal with customers and provide excellent customer care within the business.
• How to create a positive first impression by understanding customers and identifying their needs.
• How to build friendly relationships with clients to make them feel more comfortable.
• How to use body language and voice techniques efficiently.

Course Structure:

During this 1-day course, delegates will be able to attain knowledge on all the aspects of Customer Care.

Course Content:

This training course covers the following topics:

Customer Care

• Introduction
• Developing a Client-Centric Strategy within the Business
• Gain Experience with Internal Customers
• Gain External Customers
• Necessity for Customer Care
• Characteristics of an unpleasant experience
• Features of a satisfying experience

Communication Skills

• Emerging Effective Communication Skills

• Methods Of Communication
• Communication Models
• Non-Verbal Communication Skills
• Substantial Body Language Traits
• Body Language
• Verbal Communication Skills
• Voice Tones

Identification of Customers

• Knowing Your Client’s Business
• Customer Expectations
• Assertive Working Style
• Analytical Details Oriented
• Amiable People Oriented
• Dominant Behavioral Style
• Determining Level of Service

Satisfying Upset Customers

• Causes of Customers Dissatisfaction
• Solutions to Avoiding These Situations
• Key Points to Calming Upset Clients
• How to Solve the Problem
• Synchronise & Summarise Problems

Telephone Customer Service

• Making a Call
• Responding to the Telephone
• Active Listening
• Putting Callers on Hold
• Transmitting A Call
• Voicemail
• Terminating the Call

Web Customer Care Skills

• E-mail
• Guidelines for E-mail Communication
• Online Chat
• Internet Customer Care Skills
• Scripted Responses
• Putting a Chat on Hold
• Websites

Course Objectives

Upon completion of this course, candidates will be able to:

• Develop a consistent and professional style when speaking with customers.
• Please clients and handle their enquiries efficiently.
• Identify the benefits of 'Introduction to Customer Care'.
• Add value to customer relationships and expand expectations.
• Define particular customer behaviour styles.
• Use different techniques when dealing with disappointed clients.
• Improve your customer service skills and develop a personal action plan.

Benefits of This Training Course

• Increase customer satisfaction by using a variety of techniques
• Develop an increase in your clientele as customer care becomes more of a priority
• Potentially earn a higher revenue as customers’ word of mouth benefits your business