COURSE OVERVIEW:
Excellent customer care creates loyal customers for life who are willing to refer your business to friends, family, and colleagues. Providing this type of excellent customer service starts with a genuine desire to delight your customers, but you also have to think beyond selling your products or services. You need to consider the cumulative experience your customers have when they visit your store or website, what they think and feel, and what you can do to make it better.
It is impossible to deliver customer care successfully unless everyone in the organisation is committed to doing so.
You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors.
If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products. Sad, but true. The sooner you face it, the better you’ll perform. Providing great customer care will satisfy both you and your targets. They get proper service, you get a proper revenue and everyone is happy.
In this course we look at how to achieve a commitment to delivering total customer satisfaction. This will involve you in: checking how satisfied your customers currently are, identifying the problem areas, identifying the root causes and finding ways of overcoming them. We will also look at some standard guidelines for quality customer contact which you and your team can follow, and we will also consider the difficult matter of customer complaints.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- What is meant by customer care?
- Guidelines of quality customer contact
- Whose customers are they?
- Providing quality personal service
- The ABC of service
- The basis of a good attitude to customer care
- Why you should respect your customers
- The effect of staff behaviour on customers
- How to meeting and greet customers?
- How not to answer the telephone?
- How to take the necessary action for not answering the phone?
- Why you should have competent customer service representative?
- The importance of customer complaints
- How to deal with customer complaints?
- Why large organisations consider customers who complain are valuable assets?
- The rules for dealing with angry customers
- Reason for failing to deliver customer care
- How to identify your customer care problems?
- Why identify the causes to solve immediate customer problems?
- Managing for customer satisfaction
- A CASCADE of quality
- Creating a customer care program
- How to improve your own and your team’s ability to deliver a better quality of service?
- The key role of communication in establishing a quality service
- What are customer care standards and how to set them?
- How to monitor customer care standards?
- How to provide a customer care culture?
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”.