Course Content

Session 1: Customer Care Skills

• How to improve on your Customer Care skills to make you more valuable to your customer and the business
• Motivation - How to motivate yourself and your colleagues to deliver exceptional Customer Care

Session 2: Communicating Effectively

• Overcoming barriers to human communication and the skills required to become a successful communicator
• Verbal and non-verbal communication - The positive and negative effects of verbal and non-verbal communication, 'it's not what you say, it's the way you say it'
• Negotiating and managing conflict - How to manage a difficult customer
• How to create a 'win-win' outcome with your customer to ensure a successful, on-going relationship

Session 3: Promoting Customer Loyalty

• How to influence and persuade your customer to remain loyal to you and the business
• Customer Feedback and Measurement - How to seek feedback from your customers and when to use the information to increase customer satisfaction

Session 4: Customer Care Strategy

• How to plan and implement a Customer Care strategy to ensure you are continuously meeting your customers needs

For information on future Customer Care courses check our schedule or call your local office now!