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CUSTOMER CARE

Course Overview

Almost everyone has had at least one experience of poor Customer Care be this form unhelpful staff, undelivered promised or simply absence of an apology when experiencing a delay. There are examples of outstanding Customer Care but this seems to be the exception rather than the rule. The fact is many of these grievances could easily be avoided with thought, planning and training.

Course Title  Customer Care
 
         Course Duration
Course is tailored so duration according to requirements. 
 
Overview:
Almost everyone has had at least one experience of poor Customer Care be this form unhelpful staff, undelivered promised or simply absence of an apology when experiencing a delay.  There are examples of outstanding Customer Care but this seems to be the exception rather than the rule. The fact is many of these grievances could easily be avoided with thought, planning and training.    
 
 Target Audience Any employees that deal with customers, both Internal and External, whether front of house or over the telephone
 
                            
 
 Aims:Identifying Customer & Organisational Needs
Corporate Image
Communication Skills & Body Language
Turning Bad Service to Good Service
Introduction to Sales Skills           
 
Understand the difference between the Customer Needs and the Organisational NeedsUnderstand the concept of Corporate ImageUnderstand how people should be treated when they visit or telephone your companyGain an understanding of Communication Skills and Body LanguageKnow how to build rapportBe able to use questioning and listening skills to get the factsBe able to identify different types of Customers and assess their needsAddress the issues of dealing with difficult and aggressive customersGain an introductory knowledge of Sales and the Sales Process