Customer Care

Designed for both new and experienced customer service/care staff. Will give your newest members valuable knowledge, techniques and skills to help them maximise their customer service effort. Also benefits your most experienced team players by giving them an opportunity to review and enhance their current customer service strategies and methods.

Introduction and Objectives

• Introduction and 'Icebreaker'


• An opportunity to share your current level of experience and knowledge regarding CUSTOMER CARE and to look at key individual objectives from this training course.


• Course objectives outlined and individual expectations explored further.
  Interactive Session


• Who are your customers?
  Compile lists of your customers: External and Internal

What is 'Customer Service'?

• Reflecting on the effect of good, bad and indifferent levels of Customer Service to your organisation? - first impressions - knowledge - assistance. 
  Interactive Session
• Dealing with Customer Enquiries - Things NOT to do - things TO do.


• Customer Complaints - What should you do? - what happens when complaints are not dealt with satisfactorily/effectively.


• Ownership - responsibilities - empowerment


• YOUR CUSTOMER - Action - Approach - Analysis.


• Attendees to provide an example of a problem or difficult situation they could have handled better.
  Workshop - basis of later Role Plays

Dealing with Emotions

• Soothing emotions - upset - angry - handling abuse - staying cool and controlling your own emotional reactions.


• Controlling the discussion - handling conflict, arguments and aggression- dealing with difficult customers.
  Workshop and Exercise

Using the Telephone

• Telephone Manner - attitude - mindset - expectations.


• Answering the telephone - do's and don'ts - smiling/tone/manner.
  Workshop


• How helpful are you?
  Exercise


• Closing an effective telephone call.
  Exercise


• Taking responsibility - making sure it happens.

Communication

• Relationships with your 'customers' internal and external.


• Effective communication skills - what works and what doesn't.  Keeping your customer, and others, informed.


• Listening skills - Highlighting the need for effective listening skills.
  Group Exercise followed by Interactive discussion

The Six Vital Rules of Customer Care

• Putting yourself in the Customers place - treating Customers how you would like to be treated.


• Recap on 'The Rules'


• Personal action plan


• Understanding Company Policy and Procedures

Role Plays

• Group Preparation and enactment from the earlier exercise.
  Role Play Scenarios


• Review and feedback.

Closing Session

• Candidates are asked to give feedback on the course and content


• Recap over individual hopes and expectations of the day


• Personal ACTION PLANS!


• Letter to Self


• Final analysis