Customer Care
About the Course
Designed for
This Customer Care course is for anyone who is in a front-line position with direct customer contact that wishes to develop the essential skills for dealing with customers.
The Aims of the Customer Care Course
The trainee will learn how deliver superior Customer Care and gain a greater understanding of customer needs and expectations, the confidence to deal with any given situation in a professional and personal way and a practical knowledge of how to provide answers, relate, control and close every customer transaction.
Pre-requirements
None.
Teaching Approach
The teaching approach contains a blend of lectures, practical exercises, group discussion and interaction. Course Material The majority of this course is spent with a set of interactive exercises and projects so that those attending gain a firm understanding of Customer Care skills. Professionally presented course notes are provided and these may be retained for reference afterwards.
Duration
This training program is one day in duration.
Course Outline
Defining Customer Care
What is Customer Care?
Who is the Customer?
Developing a Customer Care Strategy
How Sharp Are Your Customer Care Skills?
Knowing What Your Customer Really Wants
Developing Customer Care Skills
Attitude is the Key to Success
Understanding Customer Logic Theory
Good Customer Care Habits
First impression importance
Ineffective Customer Care Habits
Using Effective Body Language
Understanding Body Language Basics
Building Rapport using Eye Contact
Understanding Facial Expressions
Using Hand Gestures
Having Good Posture
Using Your Voice Effectively
Aspects of a Good Voice
Identification of Common Voice Problems
Practice Techniques for Improving Voice Quality
Listening Skills
Are You a Good Listener?
Learning Effective Listening Skills
Five Facts About Listening
What Did I just Hear?
Ten Ways to Improve Listening
Learning Telephone Skills
Understanding Telephone Etiquette
Ending a Call
Building Blocks of Customer Care
Understanding the Building Blocks
Taking Ownership
Listening and Taking Notes
Utilizing Questioning Techniques
Restating the Solution and Gaining Customer
Agreement
Follow-up
Working with Challenging Customers
Challenging Customers
Customer Types
Dealing with Complaints & Compliments
Dealing with Feelings
Managing a Challenging Customer
The Rewards of Good Service
Managing Stress
Understanding Stress
Evaluating Individual Stress Factors
The Science of Stress
Ways to Alleviate Stress
Relieving Stress with Relaxation Techniques