Customer Care
Course Code: MPDCC
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.
Prerequisites
Those professionals that deal with both the internal and external customers. Often we are faced with 'difficult' people or situations and this course is designed to investigate the cause rather than deal with the difficulty. It is designed to help uncover the underlying need rather than as a 'coping strategy'.
Delegates will learn how to
- How to handle objections
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
- How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner
Course Outline
- Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service and to make sure they do not treat their customers in the same way.)
- Customer Care (Ways of improving relationships with customers)
- Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
- General Discussion and Questions
- Task 2: What Are Our Customers' Main Objections? What is the Best Way to handle them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.
- Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
- Effective Customer Care Letter Writing (Dealing with complaints. enquiries and existing customers.)
- Summary & Action Plans Agreed