Customer Care :

Course Objectives: Learn how to effectively understand the needs and expectations of or customer and gain the confidence to deal with ant given situation in a professional and personal manner.

INTERNAL CUSTOMER CARE

• Setting Standards of Excellence-Internal Customer Care
• Benefits of Internal Customer Care
• Who are our Internal Customers
• Effective Customer Services
• Assessing your Customer Services Skills
  

Obstacles to Customer Services

• What hinders good service
• Telephone Techniques
• Customer and the Telephone
• Taking and Leaving messages
  

Communication Skills and Developing Relationships

• Verbal and non-verbal communications
• Types of Questions
• Listening and Active Listening
• The Reflective Listening Techniques

Creating a Good First Impression

• Personal Effectiveness Skills
• Assertiveness
• Taking responsibility for Customer Satisfaction
• How to handle negative customers