Customer Service/Customer Care

Course review:

Everyone has had at least one experience of poor Customer Care, be it from rude or unhelpful staff, undelivered promises, or something as simple as absence of an apology when experiencing a delay.

Obviously there are examples of outstanding Customer Care but unfortunately these can seem to be the exception rather than the rule. What often frustrates customers is the fact that many of these grievances could be so easily avoided with thought, planning and training. This module is designed to show learners how they and their colleagues can make customers feel that their business is genuinely interested in them.

On completion of this module learners will be able to:

•Recognise why they need a Customer Care Programme

•Have a plan of campaign to install a Customer Care Programme in their company

•Understand Customer Care skills and how to use them

•Develop a complaints handling procedure that strengthens the bond between their company and their customers