workplace skills
Another Satisfied Customer? Delivering Effective Customer Care
First impressions help to shape a customer's overall perception of an organisation. Customer expectations are changing. An organisation needs to constantly refresh and update ideas on how to remain responsive to customers needs.
This course focuses on the importance of customer care. Communicating effectively with a variety of customers requires a combination of common sense and careful thought. Providing good customer care requires confident interpersonal skills and appropriate attitudes for excellent service provision.
In today’s world, an organisation’s representative could be communicating with every one of several culturally mixed groups in a single day. Whether the contact is by phone, email or face to face there’s a need to develop cultural awareness. Rules about time, etiquette, gifts, humour, differ from country to country and sometimes even region to region! The course also seeks to introduce participants to some of the dynamics of cross cultural understandings and misunderstandings and how to smooth matters for both “host” and guest.
Outline of syllabus
Participants will be introduced to a range of subjects drawing on:
- Just who are the organisation’s customers?
- Why is customer care and why not customer service?
- Giving and getting good service in person, over the phone, in cyberspace
- Active listening
- ‘Owning the problem’ : how customers perceive your positive attitude
- Dealing with customers who are not at their best emotionally
- Recovering from “own goal situations”
- Cross cultural differences: attitudes, stereotypes, values, cognitive styles
- ‘You see he’s foreign’: communicating with people whose first language is not English
- Realize is spelled with a “z “- 300 million Americans can’t be wrong, can they? Or how to deal with people whose first language is English!
- Creative listening
- Ideas for setting and measuring customer care standards
