Customer Focus
Overview
Being able to provide a great customer care service can be the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. This course provides the tools and techniques to ensure you maintain an excellent relationship with your customers so they will keep coming back for your product or service.
Prerequisites
For front line and support staff who provide a service to external and internal customers by phone or face-to-face.
Objectives
Identify what customer care means and the standards of care expected in your company
Find your customers and their requirements more effectively
Deliver and exceed customer expectation through the delivery of a more professional service
Use the essential structures and methods for delivering customer service by phone, email and face-to-face
Course Content
Topics Covered
- What is customer care and why is it so important?
- The benefits of improved customer service
- How to identify key customers and stakeholders
- Establishing the key priorities and preferences of your customers
- Understanding the impediments to better customer care and how to eliminate them "Expected" and "exceptional" service
- The three essential elements required for customer care
- The importance and impact of communication in customer facing relationships
- Recognising your own communication style
- The building of rapport through active listening and support
- Telephone etiquette - the do's and don'ts
- Using communication skills when meeting a customer face-to-face
- The fundamentals of assertive behaviour in customer situations
- The four steps for developing more assertive behaviours
- Delivering difficult messages
- Practice sessions and scenarios
- Action planning.
