Customer Care & Communication Skills

TBS/46
Objectives:
The course will emphasise the importance of good customer relations by creating the right impression, and how to maintain an excellent relationship with customers when visiting Delivery Offices, and other sites

Become ambassadors for Vehicle Services and maintain an excellent relationship with customers. It will also ensure that customers receive reliable and efficient service, thereby encouraging retained business.
Content:
· How the customer sees you.
· Customer analysis.
· Communicating effectively.
· Solving problems and handling complaints at sites out with the main unit.
· Listening, the vital skill.
· Customer care/awareness skills relative to business location and site.

Customer care skills relating to:
· Attitude - behaviour - appearance - body language - assertiveness
· product & service - quality.
· The customer is "KING".