What is Customer Care?
A definition of service excellence
Why good customer service is imperative – the consequences
of poor service
Who are your customers – internal and external
Projecting the Company Image
The organisational image from your customers’ viewpoint
The importance of first impressions
The attitudes, knowledge and skills for service excellence
The Skills of Positive Communication
Learn how to use effectively the key skills needed for customer
care
Ensuring you ask the right questions
Discover the importance and skills of active listening and
positive feedback
Difficult Customers and Situations
Find out how to deal effectively with the behaviour and
attitudes of others
Discover the secret of turning complaints into opportunities
Helping the customer solve the problem – options and
choices
Protecting your emotions and working with those of the customer
Find out How to Recognise Customer Types
Learn how to deal with different customer personalities
Building a Positive Service Culture
Discover how to gain buy-in and commitment from colleagues
Learn how to identify, and overcome, weak links
What do Customers Really Want?
What customers need vs what companies think customers want
How to discover what your customers really expect from you
Learn how to meet and exceed your customers’ expectations
Personal Effectiveness
Identifying the resources and people who will help
Building rapport for the future
Staying sharp – even at four o’clock
Personal Action Plan
Each delegate writes their own action plan to enable them
to transfer their skills to the workplace
