achieving excellent customer care

(the difference that makes a difference)

Good customer service is only ever as good as the customer thinks it is. If they simply get what they expect they may not be impressed and if service is poor they will take their business elsewhere.  Internal customer services between departments may have captive customers, but the delivery of high quality, committed service is equally important to colleagues and vital to the overall growth and development of the company. Understanding and delivering excellent customer service will reap rich rewards for an organisation in efficiency, productivity staff morale.

Objectives

.         To develop a deeper understanding of what is meant by customer care

.         The differences between good and bad service

.         How to build and maintain a relationship

.         The key skills of effective communication 

.         Working successfully with difficult or awkward people

.         Developing customer service that is truly Solution Focused 

Course Content

What do we mean by customer care?
Three simple truths
Quality product, quality services
Home truths about bad service
Why bother with raising standards of customer service?
Identifying good service - external and internal
SWOT analysis and the importance of Customer Care in organisational growth and development
Understanding your service and the wider picture
Individual and team roles
Impact and creating the right impression
Key communication skills
How conversations work- staying solution focused
Creating, building and maintaining rapport
How to give service that people value and following through
Interpersonal skills face to face, by telephone or in writing
Working with difficult or awkward people
Handling complaints and anger effectively
Staying focused, calm and confident when under pressure
Review and planning personal development