Managing customer care - 1 day course 

This enjoyable, interactive workshop will increase all delegates understanding of the importance of managing customer care in a structured way.  This means that with the guidance of their managers, all staff are able to represent their company in a consistently professional way.

Using a mixture of theory, practical exercises and discussion, this training will give delegates the skills to be able to identify areas of interaction with customers, determine the high standards which should be met, design working practices for these areas and monitor those practices.  Content can be adjusted to suit your organisation, just ask!

Agenda

The commercial importance of excellent customer care

Understanding the lifetime value of a client

An examination of customer ‘touch points’ including:

  •  Face to face communication
  •  Guidelines for excellent telephone behaviour
  •  Writing great emails
  • Developing questioning and listening skill
  • Handling complaint
  • Taking messages
  • Building relationships with customers
  • Designing working practices
  • Monitoring working practices