"An excellent management programme consistently delivered in our preferred locations throughout the UK."
"Excellent unprompted feedback from everyone saying how extremely useful the programme content was."
"Excellent unprompted feedback from everyone saying how extremely useful the programme content was."
"Really enjoyable programme, one of the best we’ve had."
"The best in-house management programme we have ever had delivered."
"We took over a company that had obviously been very well trained in a wide range of business skills."
"The difference the training made to our people meant we moved from good to great."
"Breakthrough really knew our industry, got to know our people really well and made a huge difference to our business."
"We really liked Breakthrough's approach, it would be very difficult to find a better training provider."
"After trying other training providers, bringing breakthrough in made a world of difference to our people and for our business."
"You're far too cheap for the professional service you provide. Everyone thoroughly enjoyed the training sessions."
Customer Care
If you don't take care of your customers - someone else will
OBJECTIVES AND METHODS
Effective Customer Care will add value to your client's investment, protect business relationships, increase customer loyalty and make it difficult for your competitors. This highly participative programme demonstrates all the skills necessary to provide effective customer care, as the customer sees it. It also aims to change peoples' attitudes and behaviour towards their client based responsibilities. They will learn how to add value to their products or services by using these skills. They will interact with other client-based delegates through varied use of film, role-play and practical exercises.
DELEGATES WILL LEARN
Understanding exactly what 'Customer Care' is and how it should be applied.
Understanding your role and your contribution to improving the service to the customer.
How to deliver good customer service as the customer sees it.
How to turn a negative complaint or objection into a positive opportunity.
Understand that customers only complain if they want to do repeat business with you.
How to develop communications with unhappy customers in order to provide positive resolutions.
Effective listening - How to listen to what the customer tells you and then analyse what that really means.
Effective questioning - Developing a technique to investigate and gather information, which will add value to the customer's service and provide business growth opportunities for your company.
Effective follow-ups - Understanding that this vital part of the process provides continuity, builds trust, confidence and customer loyalty.
How to apply the principle do's and don'ts in effective customer care.
