Cracking Customer Care

Cracking Customer Care

R600.00

This program presents applicable lessons. This is a 3 day program that is tailored for various levels within the Customer service Department. Cracking Customer Care is essentially the way to keep your business afloat. To propel and engage the student to locate their own inspiration to convey unmistakably and succinctly, giving model client care from a real yet very much organized perspective and particularly from a position of individual responsibility. Accentuation is set on relationship assembling, the estimation of a returning customers and the job that every one of us plays in an interconnected society.

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COURSE DESCRIPTION

This program presents applicable lessons. This is a 3 day program that is tailored for various levels within the Customer service Department. Cracking Customer Care is essentially the way to keep your business afloat. To propel and engage the student to locate their own inspiration to convey unmistakably and succinctly, giving model client care from a real yet very much organized perspective and particularly from a position of individual responsibility. Accentuation is set on relationship assembling, the estimation of a returning customers and the job that every one of us plays in an interconnected society.

WHAT WE COVER
Communication factors
Personal motivation
Greeting overview
Phone and e-mail messages
Rapport
Listening
Questioning
Responding to customers
Resetting expectations
Working toward solutions
Customer appreciation
Follow-up techniques
The implementation phase
Resources and tools
Defining good service
Adapting a professional approach to clients
Communicating correctly with customers
Building customer relationships
Dealing with difficult clients
Analyzing service levels
Personal accountability
LEARNING OUTCOMES
Understand the vital importance of the customer to any organization
See the value in having excellent service for both internal and external customers
Identify the factors that can prevent an organization from maximizing customer value
Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
Identify different customer types and interact appropriately with them
Listens to its customers
Integrates customers into its business and vice versa
Provides customer focused solutions
Has a culture which positively embraces the customer
Customers will stay where they feel they are being valued
Customers will receive what they require
Customers will trust the organization
Business will be protected from the competitors
DEFINITIONS,  ATTITUDE AND APTITUDE

What are the core building blocks of customer care

Understanding People
Understanding various comfort zones of communication

Determining Your Personal Vision
Why the client is important, what he expects and what it means to you

Accountability – BASE and FASE
How to ensure effective results through effective behavior change

Consider Your Power – PLEASE TRUST US
A step by step approach to customer care ensuring all bases are covered, a module on concise communication as well as dealing with difficult customers LAST: Listen, Apologize, Solve, Thank

Meeting, Greeting and Cultural Awareness
Includes listening, complaint identification, cultural sensitivity, the smile, articulation and tone of voice, verbal communication

Identifying the Required Skills for the Job
Includes being aware of additional knowledge that needs to be gained. For example you cannot give advice on product ABC without the knowledge/skill to do so and then how you go about obtaining that knowledge

The nature of customer service
The planning of a customer service program
The analysis of customer service (situation analysis)
The customer service plan
Implementing the customer service plan
Evaluating customer service
The individual in customer service activities

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