Customer Care -
Creating and Maintaining Good Relationships

 - 1 Day

WHO IS THE COURSE SUITABLE FOR :

Any member of staff who is responsible for dealing with either external or internal customers on a regular basis. The course is also useful as a refresher for more experienced customer facing roles, or for those who are new to dealing with customers

This session covers the basic concepts of customer care with the emphasis on improving face to face exchanges and telephone techniques.

AIMS AND OBJECTIVES

By the end of the course delegates will  :

	Have learnt the top[ 10 Do's and Don'ts for effecive customer relationships and tips to bring about improvements
	Have an appreciation of the necessity for equality for all the importance of managing those with special needs.
	Be able to effectively communicate with customers avoiding misunderstandings and managing expectations to avoid situations escalating.
	Identify thos situations which could escalate and deal with them effectively.
	Have analysed their own past behaviours and have identified areas to work on to improve customer care in the future when dealing with suppliers, customers and colleagues.

CONTENT

	Customers and expectations		Body language and mirroring – how to make positive contact
	Perceptions of customers and the importance of caring		Effective Questioning Techniques
	First impressions face to face and over the telphone		Identifying and dealing with difficult situations and callers
	Helpfulness versus familiarity - where to draw the line		Do's and Don'ts of telephone contact
	Listening skills and common barriers		Keeping records and the Data Protection Act
	Speech pattern, emphasis and building rapport		Personal Development Action Planning
	Dealing with those with special needs

METHOD OF DELIVERY

Highly participative course involving delegates in realistic case studies, exercises and role play.Two way telephone / video camera may be used for individual feedback purposes (subject to permission by delegates).