CUSTOMER CARE ESSENTIALS
Live-Online Training: N135,000
Classroom Training: N 165,000
3 - 4 participants: 5% discount
5 or more participants: 10% discount
This programme can run as an online or classroom training
(Available also for Customised Training by Duration, Venue & Fee)
Programme Description
The programme focuses on the ehaviorn’s employees attaining:
Excellent responsiveness in serving customers
Good service ethics
Creativity that can lead to new service advancements
Effective management of tough customers
Strong branding for the organization.
Broad Competencies Addressed
Ability to focus on service standards and improve on them.
Ability to identify non-existing but desired standards in order to improve service processes.
Ability to proactively manage customer complaints.
Ability to solve problems.
Ability to identify creative service approaches that customers may desire.
Ability to proactively manage customer complaints or problems that may arise.
Ability to solve inevitable problems and recover service if service problems arise.
Course Contents
DAY ONE
What is the Organization About?
Mission
Vision
Values
Goals- one year, two years and five years.
Customer Care – old order, new order
The “ Moments of Truth” – an analysis of the interface between company employees and the customer:
Things which matter most
Things which matter least.
Internal network of responsibilities to deliver service:
right people
right attitude.
DAY TWO
Preparing for Customer Interaction:
Common Customer Queries
Receiving and greeting Customers
Using the right words
Body language
Steps to checking understanding – customers need to know they are understood:
Two way communication in service delivery
Listening
Checking Understanding
Responding
Identifying internal customers:
The Drivers
How each job affects other peoples job
What or “who” is a team?
Working as a service delivery team.
Technical solutions – not always the whole answer to customer’s needs or desires:
Culture
Integrated solutions.
DAY THREE
Personal Attitude to Customer Service:
Emotional energy
Rate of Psychological relationship
Everyone as Favourites
Power of Understatement
Service recovery techniques:
Service delivery lapses
People centredness
Rationality
Fairness
Responsiveness
Continuous improvement:
Skills improvement
Changing attitudes
Red tape issues
Waiting in line issues
Forms and documents issues
Information issues
Create a “one-stop” centre.
Simple profit model:
satisfied employees
satisfied customers
increasing profit.