Effective Customer Care

Customer Care Master Class
Effective Customer Care training is specifically designed to develop the participants’ skills and behaviors to offer excellent customer care services. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending our customer services courses are dealing directly with customer or customer support roles, who want to develop their customer service skills and behaviors.
Benefits
• Training materials
• You will be part of an innovative, interactive and practical customer care course
How will I be assessed?
• You will demonstrate customer services skills in problem scenario.

• Qualification/s or experience in your subject area.
• Applicants are expected to have a good command of both written and spoken English
Who should attend?
• Anybody interested in customer services, who would like to develop their skills to a master level.
Update in progress…
Day 1
09:00-09:30 — Introductory session
09:30-10:00 — Defining customer care
10:00-11:00 — Who our customers are?
11:00-11:15 — Coffe break
11:15-12:30 — Customer care tools
12:30–13:00 — Building customer relationships
13:00-14:00 — Lunch break
14:00-16:00 — Handling customer enquiries
16:00-16:15 — Coffe break
16:15-17:00 — Dealing with complains
17:00-17:30 — Closing session
Course dates Price Book Now Training location
1 November 2019 200 GBP
London, UK Map

Description

Participants will be placed in various contexts that simulate real situations, aiming to familiarize them with the importance of adapting personal approach and communication style to the type of customer they interact with.
Special emphasis will be placed on direct interaction with the customer and on how it can best respond to requests it to ensure that, in the end, we will have a satisfied customer of the company’s services and interaction with its employees
The course is practical and aims to address specific elements of customer care in the interaction with different types of customers.

What our customers act and react? How can we get what we want from the interaction with the customer? We, as employees of the company, responsible for the reactions they get from the client?

Content

Defining Customer Service
Sharing our own experiences of good and bad service
Stepping into your customers’ shoes
Group exercises, facilitated group discussion
Building customer relationships
Building relationships
Identifying ways to add value and exceed customer expectations
Role play, exercise in small groups, group review
Handling customer enquiries
Customer contact model and service standards
Creating lasting first impressions
Building and maintaining rapport
Using positive language and tone of voice
Demonstration, facilitated group review, role play
Dealing with complains
Turning disappointment into delight
Identifying the nature of customer complaints
Responding to customer complaints
Group discussion, feed-back, and exercise with group review

Objectives

By the end of this one-day course, the participants will be able to:
● Demonstrate professional style when speaking with customers
● Demonstrate engagement with customers behaviour and handling their enquiries effectively
● Identified ways they can add value to customer relationships and exceed expectations
● Demonstrate skills to handle complaints and difficult situations
● Practised how to turn customer service disappointment into a positive experience