|
description
|
A
one day programme to build on the basic concepts of customer
care, to show exactly how to maintain customer loyalty, with
some new ideas that really work! Every delegate will get a tip
for good customer care and service. The programme also features
the often forgotten customer – the internal customer –
and the corresponding relationships. The programme is designed
to provoke and stimulate fresh thinking, plus provide practical
ideas that can be applied immediately in the workplace. Ideal
training for customer service and customer care representatives. |
|
who
should attend |
-
Experienced managers and supervisors who wish to explore our
concepts and are seeking to increase business results
through improved customer care and service
- Anyone
who has customer/client contact and needs (or is seeking to benefit
from) exposure to proven tools to help them perform professionally.
- Those
desiring to give outstanding customer care and
to achieve outstanding success.
|
|
features
|
The
Customer Caring Concept
Customer care or customer service?
What is ‘customer caring’?
The ten commandments of ‘customer caring’
Customer expectations – what are they and how to exceed
them
What makes people buy and why
Why customers leave and how to ensure that they return.
Developing profitable customer relationships
Customer service skill
Handling conflicts and complaints
Turning dissatisfaction into satisfaction
Body language – how to use it to our advantage
Projecting a professional image
Creating long term customer loyalty.
The telephone – increased effectiveness
Recognising the power of the telephone in customer
care
Using the Telephone
Internationally recognised call structures
Building the company's prestige and profile
Turning enquiries into orders.
Attitude: The Ultimate Solution
Positive habits = positive results
Maintaining control over emotion & feelings
How to develop the win-win success attitudes |
|
format
|
Tutorial
presentation of ideas and concepts with delegate participation
encouraged, to identify where the concepts can best be applied
in the workplace to improve customer care results.
Telephone role
plays
Group discussions |
|
benefits |
Improved
business results through more professional contact with customers.
Increased delegates' confidence in their own ability.
Increased understanding of the importance of the internal customer
chain.
Company perceived as being more caring, reliable and professional
by its customers. |
