Customer Care - A First Class Service

Duration – One Day

Profile

Providing a first class customer service and creating the right impression first time is a must for front line staff. To be successful at customer care requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers.

This practical and interactive course provides the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course, delegates will have the opportunity to practice customer-handling skills with role play, practical exercise and in discussion groups, enabling a confident “CUSTOMER FIRST” approach on return to the workplace.

Audience

This course is suitable for front-line staff in direct contact with customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.

Skills

On completion of this course, delegates will be able to:- 

·         Understand the impact of good/bad service.

·         Take more responsibility for complete customer satisfaction.

·         Handle customer objections and complaints positively.

·         Enhance the reputation of the company.

·         Create and maintain a professional customer-led image.

·         Learn how to develop customer empathy.

·         Remain calm even when under pressure. 

·         Take complete control of the customer engagement.

·         Deal with self anxiety, stress and angry customers

Course Content

The Importance of Customer Care

·         The consequences of good/bad service

·         Looking to exceed customer expectations

·         Managing customers’ heightened expectations 

The Customer-Led Approach

·         Putting customer needs first

·         Making the customer feel special and valued

·         How much time has the customer got – be effective or be friendly?

·         Ensuring there is a ‘no pressure’ relationship

First Impressions Count

·         Managing first impressions face-to-face

·         Managing first impressions on the phone

Communicating Positively

·         Establishing rapport

·         What not to say - image wreckers

·         Positive body language

·         Ending on a positive note

·         Formulating an action plan

·         Communicating bad news to your client