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Introduction:
Markets tend to be fiercely competitive with little to distinguish between the products and services offered by different organizations. One way for an organization to set itself apart from its competitors is to offer better service to customers. This is not about saying "have a nice day" it is about maximizing the satisfaction your customers feel when they deal with you. That requires everyone from top to bottom of the organization to focus their efforts pleasing on the customer.
Customer care requires systems of work designed to maximize your customer's satisfaction. That is the route to long-term profitability.
Aim:
To provide the information to allow an organization to set up an effective programme of customer care.
Participants:
Anyone on the organization who has direct or indirect influence on customers
Objectives:
By the end of the course participants will be able to;
- Identify the impact of customer care on the organization
- Perform a skills audit
- Design a customer care programme
- Audit the success of customer care
Content:
- Identifying customers and what they expect
- Pre-sales service - beating the competition
- Post-sales service - pleasing the customer
- Designing a customer care programme
- Implementing the programme - training and communications
- Keeping the programme going
Style:
The course is participative and will require participants to contribute to discussions and exercises
Duration:
The course lasts for one day.
Dates and Times
Dates for OPEN workshops
Can be delivered on demand at client's venue
09.30 - 16.30 or times to suit
In-House delivery
Our in-house course fee is £950 + VAT for up to 12 candidates. We will agree any other charges (room hire, trainer's travel costs, catering etc) with you before you make your booking.
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