(Customer for Life)
Customers pay our salaries.
Customers are the most important visitors on our premises.
Customers are not dependent on us; we are dependent on them.
Customers are not an interruption of our work; they are the purpose of it.
Customer service is now recognized as a key area in business performance. The customer has become more demanding and goods and services can no longer compete merely on the basis of price. The way that an organization approaches and treats its customers is crucial to its success.
Customer service is not just about a smiling face from front line staff, but about delivering the goods, demonstrating integrity and reliability and exceeding customer expectations.
This short course gives all participants an introduction to the skills required for good customer care. The course helps you to explore and develop communication skills to create an excellent "first impression", to your customers.
Ø Course aims:
The course is designed to enhance personal confidence when responding to customer needs. It also aims to develop interpersonal skills when dealing with internal and external customers.
Ø Who should attend
Anyone employed within the public or private sector industries wishing to improve their interpersonal and customer care skills should attend. Among the companies most likely to benefit are:
Airlines, business to business products and sservices, financial services, consumer product and services, health care, retail, travel and hospitality, government agency, public transportation, manufacturing, insurance companies, and others
Ø Benefits of attending
By the end of the workshop, participants will be able to:
§ Explain the benefits of good customer care.
§ Identify who their external and internal customers are.
§ Understand how needs and expectations affect customer satisfaction.
§ Use effective communication skills when dealing with customers.
§ Choose the right staff to deal with customers.
§ Identify areas for improvement within their own working environment.
§ Effectively handle difficult customers.
§ Effectively meet client expectations.
Ø Program Content
§ Introduction to marketing.
§ Relationship marketing.
§ Database marketing.
§ Internal and external customers.
§ Core and current customers.
§ The concept of a customer portfolio.
§ The principles of a customer- focused environment.
§ Understanding customer expectations and needs.
§ Developing a professional approach.
§ The interpersonal skills of good customer service.
§ Learning the most appropriate behavior in different situations.
§ Projecting the right attitude, approach and appearance.
§ Dealing with complaints and difficult situations confidently and efficiently.
§ Hiring, selecting, training and motivating your staff.
§ Maintaining reliable customer service.
§ Communicating with customers.
§ Developing good relationships with customers.
§ Solving problems on behalf of customers.
§ Initiating and evaluating change to improve service to customers.
§ Using the Internet to improve customer services.
§ Other topics.