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Customer Care
This is a one day course for all those who come into contact with customers both internal and external to the organisation.
Learning outcomes
To project a professional
image
To recognise who the customer is
To understand and assess what the customer requires
To handle difficult and awkward customers and resolve difficult situations
To deliver and exceed what the customer expects
The course covers
The importance organisations
image/brand
• Where do I fit in?
• My role in maintaining the organisations image or brand
• Attitude & behaviours
Who are our customers?
• Internal external customers
Communication with
customers to understand and assess there needs
• The communication process
• Questioning techniques
• Active listening (verbal & non verbal)
To handle
difficult and awkward customers and resolve difficult situation
• Body language
• Simple NLP (Neuro linguistic programming) techniques to assist
difficult communication
• Being assertive (not aggressive)
Delivering
and exceeding customer expectations
• Qualities essential for good customer care
• The importance of customer satisfaction
Practical work shop activities based on the above, will include role play and practical exercises to re-enforce learning. Learners will be asked to complete an action plan following the session. The plan produced should detail actions from the course that they will put into practice. First2train will review these action plans following completion of the course.
First2train
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