Course Overview

Good customer care depends on the attitudes and skills of each individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.

Course Content

• Introduction

  The need for customer care and what it is
  What's in it for you?
  Customer satisfaction verses customer loyalty
  Who are our customers?

• Projecting a Professional and Competent Image

  Communicating effectively in all situations
  Verbal and non-verbal communication

• The Meet and Greet: Creating Positive First Impressions

  Making a confident and welcoming introduction
  Body language, tone, and eye contact in first interactions
  Approaching customers appropriately – in person and by phone
  Setting the tone for a positive customer experience
  Handling awkward or hesitant introductions with professionalism
  

• Understanding Different Personalities

  What is your personal style? - a self-assessment
  Recognising other's styles
  Communicating with other styles

• Understanding Customer Needs

  Effective listening
  Questioning techniques
  Probing
  Summarising the conversation

• Handling Complaints

  We need complaints
  Ownership of complaints and problems
  You don't always have to say 'sorry'
  The right way to say 'No'
  Working with your customers, not against them
  Simple methods of dealing with complaints

• Tough Customers

  Staying cool under pressure
  Dealing with conflict

Included with this course

• • Lunch and refreshments when training is delivered at our training venues
  • Comprehensive course materials and exercises