Effective Customer Care (2 days)
- Effective customer care is crucial for business success.
- Course helps learners improve skills for customer relationships.
- Focus on customer service behaviors and effective communication.
- Emphasis on listening, questioning skills, and voice improvement.
- Includes techniques for handling challenging customers and building resilience.
Overview
The Virtual Customer Care Training Course focuses on enhancing customer care skills for business success. The course aims to help learners improve customer relationships by examining beliefs around customer care and enhancing skills. Course objectives include discussing customer needs, exploring service models, emphasizing effective communication skills, and building resilience. The course format includes discussions, individual and group exercises to facilitate learning.
Who should attend
Customer Care Representatives
Course Content
Effective customer care is critical to the success of any business. Organisations thrive when they have positive customer relationships. Customer care is constantly evolving, as customers become more knowledgeable, proactive and demanding.
This two-day course will help learners to examine their thoughts and beliefs around customer care and explore ways of further improving their skills to get the most out of their customer relationships.
Course objectives
- To discuss what matters to our customers.
- To examine customer service behaviours and relate them to the workplace.
- To look at three proven customer service models, demonstrating their effectiveness in a working environment.
- To demonstrate the benefits of effective listening and questioning skills when dealing with customers.
- To exmine getting the best from our voice.
- To look at the importance of structure and staying focused in a telephone call.
- To show the importance of gaining and maintaining trust with customers.
- To explore techniques for disagreeing assertively, dealing with challenging customers and delivering bad news.
- To take a look at how we can use our mindset and work with our colleagues to build resilience when dealing with customers.
This course has a varied format of discussion, individual and group exercises.
