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Effective Customer Care

Duration:

One Day.

Intended for:

These customer care training course materials are aimed at anyone that deals with customers face-to-face or in a retail environment. It could also be easily converted for those that deal with customers over the phone.

These training materials will help develop the customer care skills of your participants and ensure you deliver a successful customer care training course.

Contents:

All the training materials necessary to run your own customer care course:

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.

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 customers experience. Identifying what 'little things' irritate them as customers and changing these behaviours.

Spotting the GAP's - 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.

Objectives:

By the end of this training course your participants 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.