Achieving Excellence in Customer Care – JUL 4 – 8

COURSE OVERVIEW

In today’s competitive business landscape, the way your staff interacts with customers can significantly impact your organisation’s success. Our Achieving Excellence in Customer Care course is designed to equip participants with the skills and strategies necessary to delight, retain, and attract customers while effectively managing complaints in a professional manner. By focusing on core principles and practical scenarios, this course empowers delegates to handle a wide range of customer interactions with confidence and proficiency.

Key Highlights:

1. Core Principles of Customer Service: Learn fundamental principles of customer service, including effective communication, empathy, and rapport building, to provide exceptional customer experiences.

2. Effective Communication Techniques: Develop the ability to ask effective questions, sequence sentences for maximum impact, and handle phone conversations professionally to meet customer needs and expectations.

3. Complaint Handling Strategies: Understand the importance of handling complaints with a positive attitude and appreciation for their benefits to the organisation. Learn to defuse tense situations, employ active listening techniques, and respond assertively for win-win outcomes.

4. Practical Scenario-Based Learning: Engage in real-world examples and scenarios to accelerate learning and provide exposure to a variety of customer interactions. Develop skills in reading and interpreting body language signals to enhance communication effectiveness.

5. Skill Enhancement for Customer-Facing Staff: This course is tailored for staff with direct customer contact, whether face-to-face, over the phone, or online. It is particularly beneficial for helpdesk operators and customer care teams seeking to elevate their customer service capabilities.

Specific Learning Objectives:

1. Apply essential principles of customer service to deliver exceptional experiences.

2. Utilize effective questioning techniques and empathy to maintain rapport with customers.

3. Professionally respond to customer demands and requests while preserving rapport.

4. Master effective sequencing of sentences for optimal results in communication.

5. Handle phone conversations with professionalism and efficiency.

6. Hold a positive attitude towards complaints and appreciate their organisational benefits.

7. Employ active listening techniques to effectively handle complaints and challenging scenarios.

8. Communicate assertively with customers for mutually beneficial resolutions.

9. Interpret body language signals to enhance communication effectiveness and rapport building.

Who Will Benefit:

This course is ideal for staff who interact directly with customers on a daily basis, including helpdesk operators and customer care teams. Whether dealing with face-to-face interactions, telephone conversations, or online communications, participants will gain valuable skills to enhance customer satisfaction and loyalty while effectively managing complaints.