 |
 making
learning easy... |
Training Course Outlines
- Assertive Communication Skills
- Managing Meetings
- Customer Care to a Diverse Community
- Defusing Hostile Customers
- Minute Taking
- People Management
- Presentation Skills
- Recruitment and Selection Skills
- Time and Stress Management
Customer Care to a Diverse Community
In recent years Customer Care has become a highly valued skill, especially in the public sector. This course will enable delegates to understand the difference between Customer Care and Customer Satisfaction. You will learn to improve your listening skills, and understand and gain a knowledge of the 3 Levels of Listening. You will also learn the Ten Ways to Deal with Difficult People.
A 1 day on-site course. For up to 10 delegates.
Course designed for anyone who comes into contact with customers, internal and external, whether face-to-face or over the telephone.
Course Aims and Objectives
At the end of the course the delegates will be able to:
- Define the term 'Customer Care' and 'Customer Satisfaction'
- State who their customers are (both internal and external) and why they are important
- Recognise the importance of 'focused' communication
- Understand the 'Escalation / Crisis Cycle'
The course will also cover the need to:
- State the benefits of good customer service (to everybody involved; i.e. the customer, the organisation, the service provider etc.)
- Deal effectively with complaints and see them as opportunities to demonstrate that the the organisation does take service seriously and genuinely values it's customers
- Turn negative situations into positive solutions