Customer Care

CONTENTS

Introduction and Objectives

• Introduction and 'Icebreaker'.
• An opportunity to share your current level of experience and knowledge regarding CUSTOMER CARE and to look at key individual objectives from this training course.
• Course objectives outlined and individual expectations explored further.
  Interactive Session
• Who are your customers?
  Compile lists of your customers: External and Internal.

What is 'Customer Service'?

• Reflecting on the effect of good, bad and indifferent levels of Customer Service to your organisation? - first impressions - knowledge - assistance.
  Interactive Session
• Dealing with Customer Enquiries - Things NOT to do - things TO do.
• Customer Complaints - What should you do? - what happens when complaints are not dealt with satisfactorily/effectively.
• Ownership - responsibilities - empowerment.
• YOUR CUSTOMER - Action - Approach - Analysis.
• Attendees to provide an example of a problem or difficult situation they could have handled better.
  Workshop - basis of later Role Plays

Dealing with Emotions

• Soothing emotions - upset - angry - handling abuse - staying cool and controlling your own emotional reactions.
• Controlling the discussion - handling conflict, arguments and aggression- dealing with difficult customers.
  Workshop and Exercise

Using the Telephone

• Telephone Manner - attitude - mindset - expectations.
• Answering the telephone - do's and don'ts - smiling/tone/manner.
  Workshop
• How helpful are you?
  Exercise
• Closing an effective telephone call.
  Exercise
• Taking responsibility - making sure it happens.

Communication

Recognising that you cannot know how to communicate effectively if you also don't know how to listen!

• Relationships with your 'customers' internal and external.
• Effective communication skills - what works and what doesn't. Keeping your customer, and others, informed.
• Listening skills - Highlighting the need for effective listening skills.
  Group Exercise followed by Interactive discussion

The Six Vital Rules of Customer Care

• Putting yourself in the Customers place - treating Customers how you would like to be treated.
• Recap on 'The Rules'.
• Personal action plan.
• Understanding Company Policy and Procedures.

Role Plays

• Group Preparation and enactment from the earlier exercise.
  Role Play Scenarios
• Review and feedback.

Closing Session

• Candidates are asked to give feedback on the course and content.
• Recap over individual hopes and expectations of the day.
• Personal ACTION PLANS!
• Letter to Self.
• Final analysis.