Principles & Practice Of Customer Care

• Create an environment where customer care is a priority
• Deliver a service that has a positive impact on the customer
• Remain calm and confident when dealing with difficult issues
• Build customer relationships and explore opportunities to retain customer loyalty
• Enable the customer to feel they are understood and their needs met
• Communicate effectively with all types of customers

  Course Overview

  The importance of excellent customer service as an integral part of a company's selling process to its customers is one of the major growth areas of training. There are two types of service: material and personal. Most of us tend to take material service for granted. We pay for it so we expect it. Personal service is another matter. It is seldom of a high standard, so when we receive good customer service we are surprised and delighted.

  This Customer Care programme shows how everyone who has any contact with customers can make personal service the key factor in winning them and keeping them. It covers all the important aspects of communicating by telephone with customers and also the importance of good interpersonal skills with internal department customers. It shows how to turn problems into opportunities, complaints into more business and discontented customers into happy ones.

• Engineer as a Company Ambassador
• Engineer as a Company Ambassador Part 2
• Telephone Selling Skills
• Interpersonal Skills
• Personal Performance
• Successful Communication

Further Information:

• MBA Approach to In-Company Training
• Benefits to your Business
• After Training Support
• Our Clients
• Our Trainers