Management Training:

Customer Care

Objective

To provide delegates with an understanding of the quality of service and the behaviours that drive customer satisfaction and loyalty.

By the end of the workshop, delegates will be able to:-

• Identify and define the principles of delivering a great service
• Identify the impact of behaviour on service and satisfaction levels, both to internal customers and the impact on the external customer
• Adapt their behaviour to different situations to achieve the desired results
• Identified the impact of internal communications and service levels on the overall business success and are able to actively resolve difficult situations
• Practice new skills and behaviours and develop a personal action plan

Content

• Personal experiences with service quality
• What do customers expect?
• Principles of customer orientation
• Barriers to customer orientation
• Internal customers, communication and the impact on the service profit chain
• Principles of delivering a great service - scenarios
• Golden rules and behaviours
• Practice and role play
• Personal action planning

Outputs

• "I now have more confidence in dealing with difficult situations both over the phone and face to face"
• "I feel better equipped to deal with awkward situations and resolve them effectively"
• "I understand the impact of my behaviour on others and the service levels we provide. This workshop has helped me examine what I need to do to deliver a great service to both my internal and external customers."

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