Customer Care Essentials Course

The programme Customer Care Essentials focuses on the organisation’s employees attaining:

• excellent responsiveness in serving customers
• good service ethics
• creativity that can lead to new service advancements
• effective management of tough customers
• strong branding for the organization.

Broad Competencies Addressed

• Ability to focus on service standards and improve on them.
• Ability to identify non-existing but desired standards in order to improve service processes.
• Ability to proactively manage customer complaints.
• Ability to solve problems.
• Ability to identify creative service approaches that customers may desire.    
• Ability to proactively manage customer complaints or problems that may arise.
• Ability to solve inevitable problems and recover service if service problems arise.

Course Contents

Day One

What is the Organization About?

• Mission
• Vision
• Values
• Goals- one year, two years and five years.
• Customer Care – old order, new order
• The “Moments of Truth” – an analysis of the interface between company employees and the customer:
  • Things which matter most
  • Things which matter least.
• Internal network of responsibilities to deliver service:
  • right people
  • right attitude.

Day Two

Preparing for Customer Interaction:

• Common Customer Queries
• Receiving and greeting Customers
• Using the right words
• Body language
• Steps to checking understanding - customers need to know they are understood:
  • Two-way communication in service delivery
•  Listening
•  Checking Understanding
•  Responding
• Identifying internal customers:
  • The Drivers
  • How each job affects other people’s job
  • What or “who” is a team?
  • Working as a service delivery team.
• Technical solutions - not always the whole answer to customer’s needs or desires:
  • Culture
  • Integrated solutions.

Day Three

Personal Attitude to Customer Service:

• Emotional energy
• Rate of Psychological relationship
• Everyone as Favourites
• Power of Understatement
• Service recovery techniques:
  • Service delivery lapses
  • People centredness
  • Rationality
  • Fairness
  • Responsiveness
• Continuous improvement:
  • Skills improvement
  • Changing attitudes
  • Red tape issues
  • Waiting in line issues
  • Forms and documents issues
  • Information issues
  • Create a “one-stop” centre.
• Simple profit model:
  • satisfied employees
  • satisfied customers
  • increasing profit.