Effective Customer Care
Course Duration: 1 Day
Effective customer care is critical to the success of any business. Without positive relationships with our customers no business can survive in today’s competitive marketplace.
Customer care has changed immensely over the years. Our customers have become less tolerant and more demanding. It is a huge challenge for us to meet these demands.
This session will get delegates to examine their own thoughts and beliefs and set them on a journey to discover the realities of that thing called ‘customer care’. It explores the relationship delegates currently have with their customers and builds on this. The aim is to create a stable and rewarding experience that makes customers want to return time and time again.
Target Audience
This course is aimed at anyone who deals with customers face-to-face. It could also be easily converted for those that deal with customers over the phone.
Course Objectives
By the end of this session delegates will:
• 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 the needs of each
• Have identified the ‘little things’ that affect a customers perception of them and have actions to overcome them
• Be able to spot the GAP’s in their service and change them
• Have a written set of values that everyone will follow
Course Content
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 delegates 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 delegates to realise that the smallest thing can affect a customers’ experience. Identifying what ‘little things’ irritate them as customers and changing these behaviours.
Spotting the GAP’s
- What delegates can do to improve on 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 delegates should live by in the customer environment. Delegates 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.
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« Please view our course schedule for information on upcoming courses.
