Workshop Overview
Our customer no longer simply buys our product or service, they also expect to be valued
and treated as if they were the most important part of the business equation - which of
course they are. Companies who fail to realise this or who do not ensure their staff
have the relevant skills to demonstrate this will find their customers voting with their
feet and eventually - if not immediately - the effect will be seen in financial terms.
This highly practical workshop will provide delegates with a thorough understanding of
the customer care philosophy and demonstrate that customer care is not merely a series
of well-rehearsed lines to trot out in difficult situations. They will develop the
skills required to ensure that customers are not satisfied but delighted with the
service they receive. This will not only result in customers who will return, but also
increased job satisfaction, staff morale and motivation - all of which will have a
positive impact on business performance.
Workshop Objectives
After participating in the above workshop delegates will:-
- Understand the importance of customer care in relation to business success and
personal job satisfaction
- Be aware of who their customers are, customer needs and the effect of managing,
meeting and exceeding customer expectations.
- Have developed their skills in the area of customer focused problem solving
- Be able to differentiate between customer focused and non customer focused
behaviour
- Be able to identify different types of customers and be aware of how to adapt
their behaviour in order to satisfy each type
- Have developed the skills required to handle complaints and deal with difficult
people, turning them into satisfied and loyal customers
- Understand how non-verbal communication can effect customer communications
- Be able use complaints to improve customer care and the quality of their service
and product
Who should attend?
This workshop has been designed for anyone who is in a front line role where they have
direct contact with customers, whether face to face or over the 'phone. Managers and
staff who have occasional but vital contact with customers will also benefit from
attending.
Workshop duration:- One day
© 2000 The People Development Company
