IMPORTANCE OF CUSTOMER
CARE
Understanding Customer Care
Why customer service matters
CREATE THE RIGHT IMPRESSION
Promoting a quality image
First impressions & dress code
A memorable welcome
Acknowledging the Customer
Receiving clients professionally
Dealing with enquiries
INTERPERSONAL SKILLS
Demonstrating a positive attitude
Making customers feel special
Deciding priorities
Developing effective listening
Skills
Body
Language
Taking responsibility
RECEPTION SKILLS
Managing the reception area
Bookings and cancellations
Prioritising tasks
Measuring customer satisfaction
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DEALING WITH COMPLAINTS
Understanding the customer's real problem
Caring about the problem
Saying 'no' constructively
Knowing when to take responsibility
COMMUNICATING POSITIVELY
Managing first impressions
Establishing rapport
Avoiding negative statements
Exceed customer expectations
Putting customer needs first
Making the customer feel special
Developing positive customer
relationships
TELEPHONE
TECHNIQUES
Telephone best practice
How to direct calls correctly
Response checklist
FOLLOW UP
Effective After Sales Service
Stay in-touch.
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"A good course - well presented and carried out with enthusiasm.
The content was aimed at a good level and I feel was appropriate for
everyone in the group."
A.
Furness
"Found the tutor Lee-Anne very interesting.
Didn't get bored as with some courses.
Very informative and helpful in dealing with all aspects of customer care"
B. Woodhouse
Very grateful for today's course.
Felt it covered various subjects excellently!
Lee-Anne is very professional but also extremely approachable.
Thank you very much!!!
A. Grass
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