Delivering Excellent Customer Care

Course Summary:

This one-day virtual programme is suitable for those who want to learn a range of tips and techniques for delivering excellent customer care.

Businesses and organisations that deliver differentiated, reliable and customer-focused service have a distinct competitive advantage. Customers today are more demanding than ever before – they no longer choose between speed, quality or price – they expect all three.

This one-day virtual programme will equip attendees with the skills and techniques to deliver high quality customer service consistently.

Course Objectives:

At the end of this course you will:

  • Understanding the customer’s expectations
  • Identifying the biggest challenge when dealing with customers
  • Knowing how to build rapport and create the right first impression
  • Influencing and persuading customers – the 3 secrets
  • How to “add value” for your customers
  • Knowing how to remain calm when customers complain.

Course Content:

  • Understanding the customer’s expectations
  • Identifying the ONE biggest challenge when dealing with customers
  • Building rapport and creating a good first impression
  • Influencing and persuading customers – the 3 secrets
  • Adding value for your customers
  • How to remain calm when a customer complains
  • Practical scenarios – dealing with a range of different customer service scenarios
  • Identifying the key learning points from the day.

Webinar Format