Customer Care

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SM002

Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principle of effective customer service skills.

Knowing how to deal with customers in difficult situations, how to respond to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition.

“Examine why

customer care is important for businesses and the effects of
poor customer
care.”

SM001b

Who Should Attend

This is a Level 1 course targeted at those individuals who work in a frontline capacity who wish to improve their understanding of customer care, to increase the value of the customer’s experience whilst managing expectations to increase customer loyalty.

Course content

• Defining customer care
• Adding value to the customers experience
• Questioning techniques
• Walking in the customers shoes
• Positive body language
• Solving the customer’s problem
• First impressions
• Managing expectations

Learning objectives

• Understand the importance of customer care
for both the organisation and the customer
• Considered how organisations are perceived by
their customers and how to plan for
improvements
• Understand the difference between
transactional and relational customers and
how to meet the needs of each
• Understand how to spot the GAP's in customer
service and address them