 |
 |
|
|
|
|||||||||||||||||||||||
|
    |
|
|
||||||||||||||||||||||||
|
|
 |
|
|
|||||||||||||||||||||||
|
Courses Customer care Course Description This is a one day training course designed for people who want to improve their customer service skills and knowledge and maintain a customer sensitive culture. The course will cover questioning and listening skills, and looks at the value their input provides and offers an understanding of the "tools" required to be professional customer care representatives employees. The topics below represent suggested course content. However these can be adapted to meet specific objectives Course Contents • First Impressions Overview A look at how critical first impressions are. Understanding who the customer is. Why customer service is essential to success. How to make a favourable first impression. • Positive Contact How to make positive contact and build rapport with a customer – face to face or on the phone. How to analyse customer needs rapidly through excellent communication skills. How to respond appropriately by adjusting language and pace. How to exceed customer expectations through initiative, energy and sensitivity. • Problem Solving Looking at techniques employees can use to solve problems and retain customers. The five basic steps to solving problems and how to use them. How to maintain composure and professionalism when confronted by an angry or upset customer. How to diffuse customer anger through effective listening and empathy. • Listening Why listening should be the first consideration. Seeking first to understand then to be understood. How to listen effectively – types of listening including empathy, counsel and circularity. • Customer Care Demonstrating customer care, added value and responding. Establishing customers preference and customer focus. [back] |
|
|
|