Looking after customers isn’t easy – it takes great patience, confidence, energy and commitment. It also takes a lot of skill. Great and effective customer care is based on concepts which are easily understood and skills which are straightforward to adopt. These skills are based around an understanding of the role and the expectations it sets together with learning to listen and question more effectively.
“People judge you by your actions, not your intentions. You may have a heart of gold – but so does a hard-boiled egg.”
Looking after customers is suitable for anyone who deals directly with external customers.
This programme is designed to help you:
- Be able to re-create an effective atmosphere and environment face-to-face and over the phone.
- Be able to relate better with people who see things differently.
- Recognise how and who to improve listening with.
- Get clear about who you are serving.
- Understand the need for outstanding customer care in the twenty-first century.
- Create improvements to the service and care you provide to your customers.
- Be aware of how you come across when communicating with customers.
- Be able to ask relevant and useful questions for finding out what your customer really needs.
- Build your confidence in handling individuals and situations that may appear challenging.
- Be assertive.
- Learn to say no – and mean it.
- Be clear about how you will develop as a provider of customer care.
Looking after customers is a two-day programme, delivered on nonconsecutive days or four nonconsecutive half-days.
- Creating the ‘right’ feel.
- Paradigms and perceptions.
- Listening skills.
- Defining who our customers are.
- Why does customer care matter?
- Principles for proactive change.
- Styles of communication.
- Asking great questions.
- Dealing with difficult people and situations.
- Personal effectiveness.
- Commitment forward.