This programme is, for the most part, a generic look at how to provide excellent customer care but it will also be tailored to a client's specific requirements regarding what type of customer they service. We would aim to use case studies and pertinent role-plays to ensure the programme is relevant and applicable back in the work place.

KEY TOPICS

Definition of a customer and customer service
What happens when customer service is bad / good
Why a customer remains or goes elsewhere - the implications of both
'Moments of Truth'
Understanding a customer's needs: stated and un-stated
Meeting a customer's needs - listening, communication and empathy skills
Art of persuasion / why customers "buy"
Sensitivity and rapport building
Dealing with diversity
Evolving a 'Best Practise' customer contact formula
Partnership with the customer and "going the extra mile"

COURSE OBJECTIVES

By the end of the course participants will be able to:

Handle customers professionally in any situation
Anticipate what customers need beyond a stated requirement
Understand their customers better
Create an excellent overall impression of their organisation