Who is this course for?
 
This course is suitable for all staff who provide a service to both external and internal customers.
 
Overview
 
This course provides the tools and techniques needed to ensure you maintain excellent relationships with your customers, ensuring that they remain loyal to your brand, product and/or service and act as advocates to encourage others to do the same.
 
 By the end of this course you will
 

• Explore the concept of Customer Service
• Understand the benefits of improved customer service
• Know who your customers are, why they are so important and what do they expect from us
• Be able to deal with complaints from customers; defining, handling and the positive impact
• Understand the fundamentals of interpersonal, communication and assertiveness skills when dealing with customers
• Identify your customers' priorities and expectations

 
Before the course
 
Delegates will be required to complete a questionnaire to bring with them on the day ‘Putting Customer Care in Context’.