Virtual Training on Customer Care Essentials Course

Programme Description

The programme focuses on the organization’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 Favorites
• Power of Understatement

• Service recovery techniques:

• Service delivery lapses
• People centeredness
• 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.