Customer care

OBJECTIVES:

By the end of the course, delegates will be able to:

1. Identify the components of good customer care.
2. State the effect their behaviour has on others.
3. Deal with people effectively face to face.
4. Demonstrate good telephone procedure and manner.

PROGRAMME:

• What is good service?
• Image and expectations
• The customer and you
• The power of behaviour
• Telephone techniques
• Effective listening

METHODOLOGY

The course will include theory, tutor led discussion, practical exercises and syndicate work. (NB. CCTV may be used if requested.)

DURATION

1 or 2 days

NB: Specific programmes for reception, administration, nursing, front of house etc. will be tailored to your desired outcomes and priorities.