Any team member with Customer interaction (including internal) are the
'Ambassadors' of the company/organisation. If they project positive
professionalism - they win others' confidence. If they appear or sound like they
are in any way indifferent or unprofessional - they will cost sales and lose
clients/customers. With this 2 day Training course, that will be tailored to
your company/organisation, each person attending will upgrade their professional
standards in people skills, telephone manner and email etiquette. No training in
this area may well be a false economy as there is a much greater risk of
disenfranchised customers and team members - and probably increases your
competitors to win business at your expense.
Professional customer care is all too frequently regarded as a token issue in
most induction sessions for employees. Surprisingly it is very rarely considered
as a key priority, despite being essential for ensuring customer commitment is
secure and supplier/partnerships are robust.
Excellent customer care is paramount in our ever increasingly competitive market
and making customers feel valued and looked after is often a differentiator.
This 2-day course will help you understand your customers and the vital
importance of customer care in any organisation. You will gain the tools and
techniques to apply your learning directly back into the workplace and deliver
excellent customer care.
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Course Syllabus
The syllabus of the Professional Customer Care course is comprised of four
modules, covering the following:
Module One
What is Excellent Customer Care?
* Internal versus external customers
* Why customer care is important
* Meeting customer expectations
Module Two
Making a Personal Difference
* How do you measure customer care?
* Making a difference
* Taking ownership
* Positive mental attitude
* Displaying professionalism both face-to-face and over the telephone
* Using positive language
Module Three
Gathering Information and Offering Solutions
* Asking the right questions
* Active listening skills
* Summarising and clarifying skills
Module Four
* Dealing with Difficult Situations
* How to give a 'service' no
* Demonstrating empathy
* Assertiveness techniques
* Handling a complaint
* Problem solving
* Saying 'sorry'
* Making realistic promises and keeping them
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Real Play Scenarios with a Professional Actor
(Optional Extra)
This programme benefits significantly from our innovative training feature: Real
Play.
Using a professional actor who performs role plays as different customer
characters in carefully devised situations, the delegates have the opportunity
to 'pause' the role play to coach and control their character to improve their
skill sets and practice the theory delivered.
These scenarios can deal with difficult situations and enacting options to
ensure good customer relations are intact.
The outcome of the scenario is the responsibility of the delegates, not the
trainer and actor.
The actor will remain in character throughout the de-brief in order to bring to
life the impact and possible next steps.
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Objectives
By the end of the course participants will be able to
* Adopt a professional telephone manner
* Communicate assertively by taking control and directing the conversation
* Deliver information positively by offering options and alternatives
* Develop a range of versatile behaviours to use when dealing with difficult
situations by:
* Listening actively
* Using empathy
* Gathering relevant information through effective questioning
* Finding solutions to concerns/problems quickly and efficiently
* Speaking positively and assertively
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WHAT IS THE BENEFIT?
For individuals this course will increase confidence and ability to deal with
customers in all situations, which will in turn create customer loyalty and
raise their profile. For an employer, ensuring that all customer facing
employees are demonstrating excellent customer care instils confidence in the
customers and promotes a positive image of the company.
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IN-HOUSE COURSES
Every single team member or employee that has a role which involves engaging
with a customer, client and/or a key partner/supplier has a responsibility for
projecting a positive image of the organisation which they represent.
That may sound obvious, but how many hundreds of experiences have you had as a
customer where you were treated with indifference and a distinct lack of
professionalism by the receptionist, the retail assistant, the tele-agent, the
delivery person, the credit controller or the departmental manager of the
operation that you were dealing with?
Far too many to count?
This is because professional customer care is regarded as a token issue in most
induction sessions for employees - and it is very rarely considered as a key
priority to ensure customer commitment is secure and supplier/partnerships are
robust.
Yet the hugely expensive churn in customer/client commitments and staff is
enormously expensive and immensely disruptive to any organisation.
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THE IMPORTANCE OF CUSTOMERS AND CLIENTS
Every client/customer engaging person needs to recognise that it is ultimately
the client or customer that pays their wages. If they gain a basic understanding
of the clients' motivations and behaviours, coupled with some core skills in how
to care for them, they will attain the status of 'professional'. This will very
quickly translate into increased revenues, retained loyalty, high commitment and
far greater security for all parties.
The foundation has to be based on the authentic commitment to both the customer
and also to the organisation they work for. Disenfranchisement readily curdles
into sloppy behaviours cloaked in unprofessional attitudes and demeanours;
plenty there to repel the most loyal of customers.
If your company or organisation relies on repeat business and retaining the
confidence and commitment of your clients, then all of your team members -
perhaps including managers who set the example and have the biggest influence on
the where the needle points to in relation to professionalism - need to be
trained on the core basics of professional customer care.
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CUSTOMER CARE PROGRAMMES FROM DICKSON TRAINING LTD
We are delighted to boast about the many successes we have had in providing
effective and long lasting improvements for many clients, where awards have been
won and, more importantly, talent has been retained because their clients and
customers keep on coming back.
Professional customer care extends to suppliers and partners that you value and
need to get the best service and rates from, as well as any 'internal clients'
such as other departments where you need to rely on their support and
collaboration in order to achieve your goals.
It is amazing what effective professional customer care training can do for any
organisation. Without it your organisation may be vulnerable, with it you are
much more likely to see increased performances and much greater security and
growth.
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SCHEDULED COURSES
Unfortunately this course is not one that is currently scheduled as an open
course, and is only available on an in-house basis. Please contact us for more
information.