Course Objectives:
To enable the participants to develop and implement appropriate skills to improve Customer Care Skills.
Expected Accomplishments:
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After the course, participants will be able to:
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Understand and Develop Customer Care mindset.
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Understand Customer Needs and Motives.
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Improve quality of internal services through effective Communication, Commitment and Courtesy.
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Manage Customer Care Expectations.
Who can benefit:
Staff, Supervisors and other Supporting Staff responsible for Administration and Human Resources where they interact with Customers frequently
Prerequisites:
Good / Reasonable command of English Language.
Course Outline:
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Who needs Customer Care?
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Understand Customer needs and wants for Superior Service.
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How to deal with Customer Emotional Needs.What is different about Good Customer Care?
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Awareness regarding Products / Services.
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Distinguish between Reactive and Proactive Customer Care.
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Understanding Company Mission and working towards it.
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Learning to deliver Quality Customer Care.Listening to Customers
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What is Listening Process?
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4 steps in Listening to customers
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How can we achieve positive results from Active Listening?Assertiveness and Good Service
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Types of Customers and their behaviour.
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Role of Staff in dealing with different types of Customers.Corporate Core Values
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Communication
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How would you communicate with your internal and external customers?
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Commitment
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Staff attitudes and their effect on the delivery of superior customer care.
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Courtesy
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Impact of work ethics on developing customer care models.
Delivery Method:
Instructor-led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.
Related Training:
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Developing Effective Working Relationships.
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Dealing with Difficult Customers and Solving Problems.
