Customer Care - going the extra mile Training Course

Going the Extra Mile - Achieving Excellence in Customer Care Training Course Summary

Increasingly, customer care is becoming a major differentiator between companies - those that deliver customer care are retaining and attracting new customers - those that fall short are losing business daily as a result.

However, increasingly it is becoming more important than ever before to not just have a customer care program / initiative in place, but to deliver exceptional custmer care - in short, ensuring that staff " Go the Extra Mile " when dealing with customers.

This course focuses on educating attendee's what constitutes Going the Extra Mile, and uses real life examples from your business to demonstrate how it can be implemented on day to day basis. The course also talks of the impact of introducing exceptional customer care.

By the end of this course you will be able to:

Understand your role in achieving a differentiated branded customer experience.
Understand how to shape and deliver your customers’ expectations.

Identify the relationship between effective communication and customer loyalty.
Handle customer complaints and objections successfully, using new tools, tips and techniques.

Understand the importance of and maintain a positive, customer-focused attitude, even in challenging situations.
Ensure that exceptional Customer service is delivered at every customer 'touchpoint' within your organisation.

Understand why it is important to constantly monitor and evaluate Customer Service levels, and introduce improvements continually.

Who Should Attend:
Any staff who have immedate contact with customers, or have a management / responsibiltiy of staff who deal with customers. The course is suitable for Managers and team members alike.

Training Course Overview/Content:

The following list is a brief overview of specific subjects which will be covered on the day of the training. If there is anything specific which is not listed here, but which you would like to see covered in the training, please let us know so we can brief the trainer to cover this.

What is a Differentiated Customer Experience?
Internal and external customer service and customer service teams
Your impact on the customer experience
Projecting a 'brand' image
Meeting Customer Expectations

Understanding customers' needs and expectations
Identifying expectations that generate loyalty
Why do customers complain?
Barriers to effective communication
Communicating Positively with Customers

The impact of poor listening and questioning
Using probing questioning techniques to gather information
Using information effectively
Giving 'bad news' and saying 'no' constructively
Turning Complaints Into Opportunities

Defusing a difficult situation
Demonstrating empathy - exploring options and alternatives
Balanced behaviour responses
Ensuring Consistent Quality Service

Acting on feedback from customers
How to influence customer loyalty
Improving the brand experience
Retaining your customers