Customer Care, Face to Face

EFFECTIVE CUSTOMER CARE (FACE TO FACE)

SAVE £100 ON THIS COURSE

BD CS CR LM PD

Duration: 1 day. Investment and dates are at the foot of the page.

Useful for: Anyone that deals with customers face-to-face or in a retail environment.

What it covers: Effective customer care is critical to the success of any business. Without positive relationships with our customers no business can survive in today’s competitive marketplace. Customer care has changed immensely over the years. Our customers have become less tolerant and more demanding. It is a huge challenge for us to meet these demands.

This session will get delegates to examine their own thoughts and beliefs and set them on a journey to discover the realities of that thing called, ‘customer care’. It explores the relationship delegates currently have with their customers and builds on this. The aim is to create a stable and rewarding experience that makes customers want to return time and time again.

• The importance of customer care
• What’s in it for me?
• Customer perception
• Your customer brand
• Transactional vs relational
• Little things make a big difference
• Spotting the GAP’s
• A ‘Mind Map’ of effective customer care
• Developing your customer values
• What’s in it for me now?

Advantages gained: By the end of this training course participants will:

• Be able to explain the importance of Customer Care for both them and the customer
• Have considered how they are perceived by their customers and have a plan of action to improve this
• Be able to explain the difference between transactional and relational customers and how to meet the needs of each
• Have identified the ‘little things’ that affect a customer’s perception of them and have actions to overcome them
• Be able to spot the GAP’s in their service and change them
• Have a written set of values that everyone will follow.

Qualifications:

Cressingham Training Certificate : Effective Customer Care

ICM Certificate: Optional qualification (£15)

Materials provided: Course workbook and other materials.

Please bring your own notepad and writing equipment. 

Intake: Maximum 12

Dates: 2012: To be finalised

Course times: 10.00am – 5.00pm.

Breaks and Lunch at suitable times.

Your Investment : £295  £195

Payment to be complete before the course is attended.