Customer Care

What is customer care?
Why is the customer always right?
What happens if the customer is wrong?
Who are your customers – internal and external?
What is the difference between a customer and a consumer?
Do you know what they want?

In order to make this training as relevant and real as possible for delegates, a short consultation or outline of your products/services, customers and your relationship with them would be helpful, concentrating on successes to promote and problems to avoid.

Learning outcomes

• Establishing rapport
• Maintaining the relationship
• Dealing with visitors
• Telephone techniques
• Dealing with difficult or angry customers
• Handling complaints
• Emotional intelligence – managing your and others’ emotions
• Assertiveness