Course 1101: Customer Care Training

Only better, faster service and quality will keep your customers coming back. In today's customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team and organization's performance. This seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage. Link your customer measurement to customer loyalty.

Upon completion of this course, the participants will:

• Uncover the secrets of outstanding customer service
• Discover how to make every client connection a positive one
• Nail down practical ways to hold on to their valuable customer base
• Explore how to measure their organization's ability to meet and exceed customer expectations.
• Win and keep the backing of top management with step-by-step cost/benefit analysis
• Manage customer complaints more effectively
• Lead a company-wide, customer-focused strategy
• Apply the latest techniques of TQM to your operation
• Identify the advantages and disadvantages of both phone and e-mail systems
• Recruit and retain a winning staff through savvy interviewing and motivational techniques
• Use your resources to generate market research and sales support data
• Show your total bottom-line contribution to the marketing effort
• Set high performance standards that encourage -- �not intimidate -- your team
• Reduce CSR turnover to the absolute minimum
• Optimising CRM & Retention Strategies

Contents

Customer care or customer service?

• Customer identification: sampling strategies and identification of potential, latent and former customers
• Strategies for customer satisfaction measurement on the Web
• Customer satisfaction measurement systems
• Linking customer satisfaction measurement with bottom-line results
• Effective use of customer satisfaction information
• Customer Service Excellence
• How to Win and Keep Customers
• Knowing what customers expect
• Understanding the signals you transmit to, and receive from, other people

 

The Customer Caring Concept

• What is 'customer caring'?
• The ten commandments of 'customer caring'
• Customer expectations - what are they and how to exceed them
• What makes people buy and why
• Developing profitable quality-oriented customer relationships
• Handling ordering, conflicts and complaints
• Creating long term customer loyalty
• Building the company's prestige, brand and profile
• Attitude and Positive habits
• How to develop the win-win success and negotiation attitudes
• Understanding quality and ISO 9000
• Building customer-oriented leadership
• Handling transactions with customers
• Putting customer service in the limelight

WORKSHOPS

• Assessing the personality types of your customers
• Controlling problem situations
• Creating a positive image with customers
• Cultivating effective skills for both phone and e-mail communications
• Proven-successful steps to follow during a customer service transaction
• Recognizing signals of irritation and responding appropriately to refocus on finding a solution
• Translating customer service into business language
• Developing a customer-responsive planning system that builds pliability
• Developing customer-oriented reinforcement systems
• Creating the effective team: best practices in interviewing and motivating
• Measuring proactive customer service
• Defining the concept of satisfaction measurement
• Defining customer care KPIs