Effective Customer Care
Duration: 1 day
This course is suitable for anyone responsible for communicating with customers in person or over the telephone.
Be able to explain the importance of customer care for both them and the customer
Have considered how they are perceived by their customers and have a plan of action to improve this
Be able to explain the difference between Transactional and Relational customers and how to meet their needs
Be able to spot the GAP’s in service and change them
Have a written set of values that everyone will follow
The Importance of Customer Care – Examining why customer care is important for businesses and the effects of poor customer care.
What’s in it for me? – Here we look at why customer care should be important for the individual and what poor customer care makes them feel like.
Customer Perception – How do customers perceive the ‘brand’ of the business?
Your Customer Brand – Exploring the participants own ‘customer brand’ and the fact that ‘people buy people’. How they are currently perceived by customers and what they can do to change this.
Transactional Vs Relational – What type of service a customer expects from us and how to change from transactional to relational service.
Little things make a big difference – Helping participants to realise that the smallest thing can affect a customer’s experience. Identifying what ‘little things’ irritate them as customers and changing these behaviours.
Spotting the GAPs – What participants can do to improve their current levels of service and how to keep this consistent.
A Mind Map of Effective Customer Care – Consolidating their learning in a fun way.
Developing Your Customer Values – What are the values participants should live by in the customer environment? Participants come up with their own values and commit to them.
What’s in it for me now? – A review of the earlier session with a positive slant. Ending the session on a high.
You can purchase a ticket for this course for £95 + 20% VAT
If you would like to attend for free we require you to complete registration to check eligibility.
Please Leave a contact number when placing a free admission booking so we can contact you and take you through registration.