Description

In a highly competitive marketplace, customer care is the key to a company's success. This workshop describes effective customer service techniques and provides opportunities for participants to apply and refine them through role plays and exercises.

Who is this course aimed at?

Customer service representatives, help desk staff, and technical support staff. Maximum number of participants: ideally 12

Prerequisites

None

Course content

Introduction

Customer Care Context
Defining customer care
Business implications of customer care
The importance of customer care
Customer reactions
From customer service to customer care
Types of customer care

The Customer
Customer satisfaction
Types of customers
Teamworking and networking
Customer needs and expectations
Customer satisfaction factors
Customer interactions and behaviors
Interacting with customers
Responding to customers

The Customer Care Professional
The role of the customer care professional
Obtaining and clarifying information
The role of listening
Telephone skills
Managing and recording interactions
Effective voice mail
Elements of effective communication
Information management

Managing Relationships
Managing difficult situations
Negotiating skills: preparation, negotiation, and follow-through
Handling customer situations
Handling conflict

Self-Management
Organizing and managing yourself
Handling stress

Critical Success Factors
Personal action plan
Critical success factors