Customer Care & Service Excellence
Exploring process and skills to keep that customer happy
This programme will support any member of staff in providing high level customer care to internal and/or external customers. The learning programme will consist of one day per group of staff. It will be highly participative, with a mixture of group exercises, video clips, tutor input and action planning and interactive theatre methods. Each delegate will receive a course manual and handouts. For more on our customer service philospohy read our Sunday Morning Blog.
Our Customer Care and Service Excellence course outline includes:
- Recognising and understanding what ‘customer care’ and ‘customer service excellence’ really means – to delegates and their customers
- Motivating staff to increase customer focus
- Achieving a balance between the material and personal sides of service
- Enhancing and developing skills in dealing with diverse internal and external customers, face to face and over the telephone
- Increasing awareness of and sensitivity to cultural considerations
- Demonstrating skills to minimise the risk of aggressive and difficult situations occurring
- Identifying good practice in the handling of complaints
- Encouraging staff to commit themselves to practical actions they can take to improve their own performance
- Inviting staff to share common customer care experiences, problems and solutions
- Beginning work on a team mission statement and action plan, if desired. (This only applies to a target group from the same service area)
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