• Primary objective and benefits

  This workshop will help participants to learn:
  1. How to distinguish between poor, average and excellent customer care.
  2. The four main styles of communicating with customers.
  3. How to ask appropriate questions.
  4. How to improve the skill of listening to the customer.
  5. How to give the best impression of self, team and organization.
  6. The importance of the internal customers.
  7. Why customers complain.
  8. How to deal with complaints effectively.
  9. Techniques for dealing with challenging situations.

Program Contents

• Module 1 -
  What Is Excellent Customer Care?
  • Good and not so good practice in customer care from personal experience
  • Internal and external customer expectations
  • The features of excellent customer service
  • Barriers to excellence
  • The principle of UPOD

• Module 2 -
  Communication Styles
  • Four main communication styles
  • Analysis of own preferred style(s)
  • Achieve good communication
  • Things to avoid in communication
  • How this applies to each delegate's role

• Module 3 -
  Communicating With The Customer (Part 1)
  • How do my customers see me?
  • Barriers to good communication
  • Communication breakdown, how to avoid it
  • Questioning skills
  • Helpful and unhelpful phrases
  • Importance of preparation, documentation

• Module 4 -
  Communicating With The Customer (Part 2)
  • The importance of listening to customers
  • How good are my listening skills?
  • We might not listen with 100% concentration
  • Practical listening exercises
  • How to improve listening skills

• Module 5 -
  Complaint Handling
  • Different kinds of complaints, their effects
  • Why customers might complain and why it is vital that they be managed well
  • Handle justified, unjustified complaints
  • The importance of accurate record keeping
  • The importance of follow up

• Module 6 -
  Review And Evaluation
  • Impression we want to make of ourselves, our team and our organization
  • What barriers may there be
  • Application of the principles covered
  • Action planning: things to be done differently
  • Spread learning to other team members