Duration

1 day

Aim

To give a common understanding of what customer care is and means to the customer and the individual providing the service. To have the participant take ownership of the care they provide to all their customers.

Target Audience

Any member of staff/Individual, providing a service to another

Prerequisites

This course assumes no prior training within this subject.

Course Content

 Characteristics of Service Levels  Defining Key Customers  Customer perspective & my customers perspective  Introducing Customer Relationship Management  Relationship Building  Communications & Questioning  The “Four Step Process”  Case Study  Exceeding Customer Expectations  Personal Development Plan

Course Objectives

At the completion of this course participants will be able to:

 Understand what customer care is and means  Identify the importance of excellent customer care to the company  Define your Key Customers  Identify internal and external customers  Ask the key questions, to get the relevant answers  Recognise the skills and attitudes required for excellent customer care  Understand the concept of the “Four Step Process”  Develop a personal action plan to provide enhanced levels of customer care

Course Outline