Course Learning
Objectives |
Course Title
Developing a Customer Care Culture
Course Designed for
Managers and staff of companies of any size who have a
customer - facing role.
Aim
The aim of this course is to enable delegates to create and
maintain a positive and informed culture of customer care within their
organisation.
Objectives
By the end of this course each delegate will be able to:
- Identify the different kinds of customers
- Establish why poor customer care happens
- Describe customer likes and dislikes
- Grasp the importance of the lifetime value of each customer
and of building sound relationships with customers
- Handle customer enquiries professionally
- Design a procedure for handling customer complaints
positively
- Be assertive with their customers
- Describe the importance of non-verbal communication
- Recognise the seven types of difficult people
- Develop a coping strategy for dealing with difficult
customers
Duration
Two days: 9.30am - 4.30pm
|
