Customer Care

'To please people is a great step towards persuading them'

(Philip Dormer Stanhope)

Good customer care can make the difference between survival and failure. Repeat custom is the key to your financial success. A good reputation takes time to establish but can be lost very quickly. Ensure your organisation takes care of your customers thus maintaining your competitive edge.

This event will enable delegates to:

  • understand the importance of making every customer feel special
  • recognise the different types of customer
  • handle difficult situations
  • deal with customer complaints
  • communicate effectively with customers

 

       Course content

  • implications of good / bad customer service
  • different types of customer and the strategies for dealing with each
  • turning a complaint into an opportunity
  • know how to stay calm, well organised and avoid stress
  • techniques to help diffuse difficult situations
  • building a rapport with the customer
  • telephone techniques
  • the difference between the transaction and the relationship
  • the importance of body language

 

 

 

 

 

 

 

 

 

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