Customer Care Essentials

This programme can run as an online or classroom training (Available also for Customised Training by Duration, Venue and Fee)

The programme focuses on the Behavior ’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 peoples 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.