COURSE OVERVIEW:

Customer care involves putting systems in place to maximise your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.

Customer care is at the heart of all successful companies. It can help you develop a loyal customer base and improve relationships with your customers.

In a competitive market, it can be tempting to chase new business. However, to boost revenue and profitability in your business, your best bet is to focus on customer retention and build up customer loyalty.

Loyal customers come back time and again; they will also promote your business through word-of-mouth recommendation. By building a long-term customer base, you can reduce the costs of looking for new customers and improve your bottom line.

Customer care means how well customers are taken care of while they interact with the brand. A term used less often is customer care, which is how well customers are taken care of while they interact with the brand. Instead of just going through the motions and making a sale, customer care is actually caring for customers, listening to their needs, and finding the right solution. In many instances, customer care moves one step beyond basic customer service by building an emotional connection.

This course discusses what customer care involves. Starting from what is a customer, non-commercial organisations and their customers, the difference between external customers and internal customers. Then it explains how you can retain existing customers, increase your sales to them and even win new customers. It also covers the three pillars of customer satisfaction and how to meet the needs of your customers to achieve customer care excellence.

LEARNING OUTCOMES:

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

• The importance of customer care
• What is a customer?
• Non-commercial organisations and their customers
• Who are the external customers?
• Who are the internal customers?
• What is customer care?
• How to retain old customers and win new ones?
• What customer care is not?
• The three pillars of customer satisfaction
• Customer satisfaction factors
• The importance of the flexibility of the service
• The importance of the efficiency of the staff
• The importance of the personal qualities of the staff
• How to meet the needs of external customers?
• The importance of market research
• How much satisfaction should you give to your customers?
• Should you not try to meet all the needs of the customer, if you can get away with it?
• Should you provide exactly what customers say they need, and no more? Or should you provide them with more than this?
• In what circumstances would you have to consider giving your customers substantially more than they have expected in the past?
• What others offer to win customers and keep them happy?

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.