Customer Care Services

Who Should Attend

• Managers
• Supervisors
• Team Leaders
• Officers and Executives of Contact Centers/Customer Services
• New Hirers
• Prior knowledge of Customer Support Center is an advantage but not essential

Introduction

Each one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is is important.

The Customer Care Service course will look at all types of customers and how to serve them better and improve ourselves in the process. Participants will be provided a strong skill set including face-to-face dealing, over the phone techniques, dealing with difficult customers, and generating return business.

Objective

Each one of us serves customers, providing a positive customer service to customers is crucial and creating opportunities for repeat business is important.

This Customer Care Services course is designed to equip and improve ourselves. Participants will be provided with the basic skills set and knowledge required for front line staff to handle customer contacts by phone, email and face-to-face dealing, over the phone techniques with difficult customers, and generating return business successfully.

Training Benefits

• Identify and meet customer expectations
• Communicate effectively with customers
• Manage customer perceptions
• Deal with different types of customers
• Respond effectively to in-person and telephone customer contacts
• Write effective emails and letters
• Manage stress
• Course Discussions and Exercise
• Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Care Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments

Customer Care Basics

• Impact of a satisfied customer
• Value of a customer
• Customer expectations

Communication Fundamentals

• The communication process
• Communication challenges
• Communicating exceptional service

Managing Customer Perceptions

• Perception is reality
• Creating positive perceptions
• Avoid negative perceptions
• Taking responsibility

Responding Face-to-Face and by Phone

• Listening effectively
• Asking questions
• Interpreting information
• Offering a solution

Dealing with Different Customer Types

• The Platinum Rule
• Assertive customers
• Angry customers
• Talkative customers

Writing Effective Emails and Letters

• Assessing your writing style
• K. I. S. S. (Keep It Simple, Sweetheart) strategy
• Using active voice
• Opening and closing sentences