Training program Customer Care

 

Duration:              1 day

Timing:                  09.00 a.m. - 05.00 p.m.

 

 

Objectives:

After the course the participants will be able to do able to:

·          Describe what customer satisfaction means

·          Be aware of and investigate customer needs

·          Act pro actively and effectively to meet customer’s needs /business requirements

·          Handle complaints professionally

·          Give “bad news” professionally

·          Describe the importance of knowledge and “power”

·          Explain barriers to “excellence in customer service” and how to overcome these

·          Give high priority to customer satisfaction and obliging

·          Explain the importance of “representing the customer as if he /she were there”

 

Indicative program:

·          Introduction

·          Exercise customer service

·          Role-play: bad news, handling complaints

·          Ice cream exercise

·          Communication and commitment

·          Knowledge, power and control

·          Barriers to excellent customer service

·          Circle of influence

·          Action plan

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