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Effective Customer Care
Intended for: This course is aimed at anyone who deals with customers face-to-face or in a retail environment.Effective customer care is critical to the success of any business. Without positive relationships with our customers no business can survive in today's competitive marketplace.
Customer care has changed immensely over the years. Our customers have become less tolerant and more demanding. It is a huge challenge for us to meet these demands.
This course will get participants to examine their own thoughts and beliefs and set them on a journey to discover the realities of 'customer care'. It explores the relationship participants currently have with their customers and builds on this. The aim is to create a stable and rewarding experience making customers return time and time again.
Course Duration is ONE DAY
The Importance of Customer Care- Examining why customer care is important for businesses and the effects of poor customer care.
What's in it for me?- Here we look at why customer care should be important for the individual and what poor customer care makes them feel like.
Customer Perception- How do customers perceive the 'brand' of the business?
Your Customer Brand- Exploring the participants own 'customer brand' and the fact �people buy people'. How they are currently perceived by customers and what they can do to change this.
Transactional Vs Relational- What type of service a customer expects from us and how to change from transactional to relational service.
Little things make a big difference- Helping participants to realise the smallest thing can affect a customers experience. Identifying what 'little things' irritate them as customers and changing these behaviours.
Spotting the GAP's - What participants can do to improve their current levels of service and how to
- At this end of this course your participants will be able to:
- Be able to explain the importance of Customer Care for both them and the customer
- Have considered how they are perceived by their customers and have a plan of action to improve this Be able to explain the difference between transactional and relational customers and how to meet the needs of each
- Have identified the 'little things' affecting a customer�s perception of them and have actions to overcome them
- Be able to spot the GAP's in their service and change them
- Have a written set of values everyone will follow.
Pricing Guidelines
Half-day courses- 4 hours
- Minimum fee $2,000 ex GST
- Maximum 12 participants
- Training can occur in-house on your premises or we can organise a venue of your choice at an additional fee including venue hire
- Some bookings may attract additional fees, travel inter-state, e.g.
Full-day courses
- 8 hours
- Minimum fee $3,500 ex GST
- Maximum 12 participants
- Training can occur in-house on your premises or we can organise a venue of your choice at an additional fee including venue hire
- Some bookings may attract additional fees, travel inter-state, e.g.