ORGANISATIONAL DEVELOPMENT
Another Satisfied Customer? Delivering Effective Customer Care
‘Not another course on customer care,’ I can hear you groan! This course will help you get to the heart of your internal and external customer’s needs, and respond to them.
Taking proper care of customers, building on repeat business and feeling good about the job we do as employees demands individual effort, time and commitment. In the customer-facing role, rests the potential to make or break a relationship in a matter of minutes.
Looking after a diverse customer base isn't simply a list of do's and don'ts or a set of targets and tasks. Reading from scripts, smiling or being polite doesn't equate to good customer care. Communicating effectively with a variety of customers requires a combination of common sense and careful thought. Providing effective customer care requires confident interpersonal skills and adopting the appropriate attitude.
Aims of workshop
The focus of the workshop is on relationship building and how to encourage your satisfied customers to come back again and again. It aims to promote an understanding of the operation of interpersonal communication in making or breaking that relationship whether your customer is sitting at the next desk or is thousands of miles away.
Objectives
At the conclusion of the workshop, participants should be able to:
- Identify what exceptional external and internal customer care means
- Describe ways to achieve a good first impression and build rapport quickly and effortlessly
- Describe how to to proactively identify fast changing customer requirements and how to make service delivery changes.
- Evaluate the need for positive attitude, approachability and interaction with internal customers
- Learn to manage feelings when dealing with challenging behaviours.
Workshop outline
Participants may be introduced to a range of subjects drawing on:
- Everyone has a customer: who are yours?
- Why is the topic customer care and not customer service?
- Co-workers as customers (internal customer care)
- Managing the links in the customer service chain
- Giving and getting good service: in person, over the phone and in cyberspace
- 'Owning the problem': how customers perceive your positive attitude
- Tricky situations: 'but I sent you the cheque'', 'can't you make an exception?', 'what do you mean you don't have me in your computer?' (or others nominated in advance by participants)
- Dealing with customers who aren't at their best emotionally
- Reinforcements, recognitions and rewards
- Setting and measuring customer care standards and putting those plans into action
