Customer Care

Everyone welcomes good customer service! Improving customer services makes good economic sense and is an important element in attracting new and repeat business. However it must be understood that customer service is the responsibility of everyone in an organisation.

This programme deals with these issues and many more.

Course Duration

  • Half Day
  • 9:30 - 1:00

Programme Objectives

At the end of the programme each participant will:

  • Understand how customer service builds and maintains business
  • Develop a quality and caring culture in their organisation
  • Know the "how to's" of handling complaints
  • Recognise each individual's role in satisfying customers' needs and meeting customers' expectations
  • Identify the key elements of an action plan to build better service levels in their organisation

Programme Content

  • What is customer care?
    • The key elements
  • Why is customer care so important?
    • The tangible difference to your customers
  • Customer care in action
  • Who are your customers?
    • Internal and external
  • Customer Service as a competitive advantage
  • Managing and extending customer relations through
    • Better customer service
  • Effective communication skills
    • Skills of listening
    • Giving and receiving information
    • Handling customer complaints and winning
    • The moments of truth
    • Ideas to increase the level of customer service within your area of influence