Customer Care

Customer Care

1 day

Managing customer service

Unit aim(s)

To develop knowledge and understanding of meeting customer needs as required by a practising or potential first line manager

By the end of this session you will:

• Understand basic customer service
• Know how to care for the customer

This workshop content will include:

• How to identify the internal customer chain, external customers, and potential customers
• Techniques for identifying customer needs
• Methods of establishing relevant customer care standards and procedures
• Use of appropriate planning and quality systems to monitor and fulfil customer care standards
• Methods to establish and maintain effective relationships with customers at all stages
• The legal rights of customers (law of contract, sale of goods and services, trade descriptions, etc)
• Organisational commitments to customers (contract terms, warranties and guarantees, service standards, etc)
• Methods of identifying customer requirements and expectations
  Standards and benchmarks
• Manager's responsibilities and authority in relation to customer service