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.