Customer Care

Finding a new customer is much more expensive than keeping the existing ones. Do you have a strategy in place to retain yours? It is no longer an option to simply meet customer expectations. It is vital to exceed them, providing customer delight rather than just satisfaction.

What do your customers want? How good are you at delivering? Is the effort and resource channelled into the right areas? What sort of first impression do you give your clients? These are important issues and it is vital to plan to succeed in this area. Did you know that customers show much more loyalty to organisations that are good at sorting out problems rather than those that blandly get it right most of the time.

Who should attend:

All managers and staff who wish to develop a internal/external customer care strategy to succeed.

Course outcomes:

By the end of the workshop you will have an appreciation of the importance of customer care, be able to recognise your role in providing excellence in service delivery and be able to communicate professionally and confidently with your customers, both face-to-face and on the telephone. The course also looks at research tools and discusses how to use the results effectively.

Teaching methods:

There will be a mixture of theoretical input from the tutor along with experiential learning and group discussion.