Customer Care Training
Everyone, these days, claims to know what customer care is. So why do we continually see examples of poor customer care? Many people, define customer care as good manners; remember to be polite and say “please” and “thank you”. But customer care is actually far more than that. It includes, developing procedures and policies conducive to making your customers’ lives easier. It includes, anticipating customers’ needs and responding in advance of being asked. It also involves, knowing how to defuse a confrontational situation and prevent losing a customer and damaging your organisation’s reputation.
This course will review typical errors made and demonstrate that each member of staff, whether support or frontline staff, contribute to the delivering of exceptional customer service.
To increase the effectiveness of customer care training, it is best to include scenarios relevant to each organisation. Delegates are then able to immediately apply what they are learning in the classroom to realistic situations they may face at work.
Half and one day courses are available depending on the focus and requirements of the customer.
Public courses are also available. Public courses are run in the Holiday Inn, Training Academy, Ormeau Avenue, Belfast*
| Course Title | Duration | Description |
|---|---|---|
| Customer Care | 1/2 day | Contact us for dates |
Customer Service Management
Effective customer service starts by first planning the service. Understanding customers’ needs and expectations will help shape the service you develop. Streamlining processes and procedures will reduce the “frustration” levels of customers particularly since efficiency is a key evaluation criteria used by customers. Customer friendly policies are also very important.
Once the service is established, managers must monitor performance levels against pre-defined indicators and evaluate feedback to identify areas for improvement. This includes reviewing complaints received so developing a customer complaints procedure and escalation process is a must.
Leadership skills also play a big part; ensuring staff interact well with customers affording them the dignity and respect each customer deserves.
On-site Training
If you would prefer a closed course, delivered at your premises, don't hesitate to contact us to discuss your requirements. We are happy to travel anywhere within Northern Ireland, and beyond, where a need arises. An initial 1hr consultation, to discuss training requirements, is free of charge, with no obligation to book. If your organisation is based within the greater Belfast area this can take place at your premises, otherwise the consultation will be by telephone.
*A minimum of 4 delegates is required before a public course will proceed.
