Appoint Recuitment

People - Profits - Performance

Customer Care

Building quality through people

Benefits to You and Your Organisation

• The service you deliver to clients, users or customers will improve. Service users/customers will make better and more efficient use of your resources
• Staff morale will improve as individuals feel more confident dealing with clients and able to tackle issues that arise
• Satisfied service users/customers will feed back to friends, colleagues and even funders on improvements to your organisation
• Bring about a cultural and attitudinal shift in your organisation rather than the superficial 'have a nice day' approach
• Feel the secondary benefits: reduced bureaucracy, less stress-induced absenteeism, a more empowered staff and a fall-off in time-wasting complaints

Core modules

• Profiling external customers and understanding internal customers: analysing current external customer needs, potential problems and strategies, introducing the concept of internal customers, team building through customer care
• Delighting your customers quality and customer care: setting service standards, drawing up a customer charter, setting Key Result Areas (KRAs) for quality, maintaining continuous improvement
• Professional telephone behaviour: projecting a positive image via the telephone, dealing with enquiries effectively, questioning techniques, the verbal handshake
• Face to face customer relations: presenting positive personal image, body language and interpersonal skills, techniques for front liners
• Handling complaints: identifying sources of problems, dealing with aggression, follow up action, assertiveness

Who's it for?

Anyone who manages customer service and frontline and support staff who have regular contact with customers.

Learning approaches

The programme is carefully structured to ensure participants derive practical workplace skills. We combine a variety of training techniques including:

• Role play
• Syndicate work
• Tutor inputs
• Practical exercises
• Case studies