Your goal shouldn’t just be exceptional customer care, it should be consistently exceptional customer care. Do it again and again, to build trust and an enduring reputation. Good customer care depends on the attitudes and skills of the individual employee. People at all levels need to understand how communication works from the customers’ perspective and to get an understanding of the best way to approach individual customers – both internal and external.
Upon completion of the course, students will have an understanding of how to build rapport on the phone, the customer’s thinking and some of the differences between different customers. Delegates will also be able to recognise these different patterns, utilise them and so improve customer satisfaction.
- The need for customer care and what it is
- What’s in it for everyone?
- Customer satisfaction v customer loyalty
PROJECTING A PROFESSIONAL AND COMPETENT IMAGE
- Positive first and lasting impressions
- Communicate effectively in all situations
- Verbal and non-verbal communication Rapport and rapport building
UNDERSTANDING DIFFERENT PERSONALITIES
- What is your personal style? – a self-assessment
- Recognising and communicating with others’ styles
- One size doesn’t fit all
WHO ARE OUR CUSTOMERS?
- External v internal Is there a difference?
- Understanding and managing customer expectations
- The difference between customer ‘wants’ and ‘needs’
UNDERSTANDING CUSTOMER NEEDS
- Questioning techniques – the funnel technique and TED questions
- Effective and active listening
- Probing – without it being obvious
- We need complaints!
- Ownership of complaints and problems
- You don’t always have to say ‘sorry’
- The right way to say ‘No’ Working with your customers, not against them
- Staying cool under pressure
- Managing customers’ emotions and expectations
- Dealing with conflict
If you would like to book onto a course or find out more information please fill out our contact form or call us on 01454 203 355.