By arrangement from Wednesday 21 October 2020

One day programme

Location: We provide training at clients' premises.

Course fee: Group rates are available - please call for details.

Purpose:

• To energise delegates and to refresh their understanding of the importance of reconnecting with our customers and of delivering an excellent customer experience

• To understand what customer care is and how it fits in with the role of the business

• To practise some of the key elements of customer care and providing an outstanding customer experience

Course Content:

Personal experiences

How do we reconnect, strengthen and build our relationship with our customers?

Why it matters

Customer experience

Customer care professional

Knowledge

Skills

Attitude

Delivering excellence

Communication

Positive approaches

Difficult situations

Customer Service - practical

Conclusion

Recap and summary

Action points

Personal conclusions

Learning Outcomes

• To understand customer perceptions and expectations

• To be able to use good communication skills and remain positive in difficult situations

• To be able to build excellent relationships and enhance social skills