Customer Care
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Why Customer Care?
If you own or manage a business which is about clients you may have noticed that clients are important. Regardless of the industry in which a company operates, clients make the difference between success or failure. Managers tend to be aware of that. Employees on the other hand, often lack the knowledge or manifest little enthuziasm when it comes to genuinly „putting the client” first.
Target Audience
All levels of service personnel and business professionals with customer contact who want to excel at providing superior customer care and service. Service personnel with high profile, high-pressure public contact who need to handle difficult people better and resolve complaints.
About the Customer Care Program
This type of training is the most norm-based. Why is that ? Because there are strict Dos and DO NOTs in customer care – to abide by them is to ensure satisfied customers and business success. The biggest challenge companies face is client retention and brand loyalty.
Topics Covered:
Delivering World-Class Customer Service
Defusing Difficult and Demanding Customers
How to detect the difficult customer versus the upset customer
How to communicate with customers to avoid causing defensiveness
How to most effectively respond to unreasonable demands with phrases that calm people down
How to recognize complaints and dissatisfaction in the incipient phase
How to avoid turning a dissatisfied customer into an angry customer
How to listen for facts and not for feelings
How to eliminate your prejudices to be a better listener
How to avoid taking it personally when a customer is venting their frustration
How to avoid turning a dissatisfied customer into an angry customer
How to project a professional image that expresses self-confidence
Key Skills the Program Features:
Build exceptional customer loyalty
Bridge the gap between you and your customer
Discover what it takes to excel in customer service.
Discover the secrets to maximize the potential of every customer contact.
Dealing with complaints
How to turn complaints into increased customer loyalty
Exceed customer expectations by improving efforts in the areas:
Customer friendly processes
Employee commitment to customer service
Customer dialog
Acting professional
Benefits
Improve the quality of customer service delivered
Decrease the number of lost customers due to poor service
Avoid negative publicity and loss of business
Deliver service that earns the praise of customers and clients
Increase customer loyalty by better meeting their expectations
Develop the ability to transform customer conflict into customer loyalty
Act rather than react when faced with the complaining customer
Methods used are highly interactive, based on ways in which adults learn: role play, fish bowl, display show, group tasks, exercises, case studies.
Duration
2 days - 8hrs of training including coffee breaks and excluding lunch breaks