Course Details

Principles of Customer Care and Service

There is no gainsaying that customers are integral parts of any organization. We have often heard statements like “Customer is King” and “Treat Customers like Eggs”. These show us that customers are really important and critical to run the business profitably.

This Customer Service training is aimed at those organizations who are looking to lay the foundation required in order to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. Customer service has been a crucial competency in organizations, these days, where each one is looking to enhance their skills of how we impress the customer and make them feel special.

Evolution in business has made customer service skills a leading differentiator as the lifestyle of people keeps changing and customers are looking for that extra and comfort. Earlier, we had customers being satisfied and content with the product, however today they want to look at the appeal, the style, the mannerisms, and the extra that they can get. It is the “Service” that acts as the differentiator here.

Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. 

Learning Outcomes

At the end of this training, participants will be able to:

  • Develop requisite service ethics
  • Adopt the skills and techniques that routinely deliver positive customer experiences
  • Identify non-existing but desired standards in order to improve service processes
  • Maximize the value of your customer interactions
  • Understand creative service approaches that customers may desire
  • Effectively manage difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Solve inevitable problems and recover service if service problems arise
  • Demonstrate a positive, confident and professional approach with internal and external customers

Course Module

The Fundamentals

  • Your Organization’s strategy, vision, mission and core values
  • Customer Care: Old Order Vs New Order
  • Emotional Intelligence

Creating the Customer Experience

  • Emotional aspects of the customer experience
  • Identifying the differentiators of excellence
  • Fostering long-term relationships

Communicating Effectively with the Customer

  • Developing excellent communication skills
  • What you say and how you say it
  • Adopting a problem-solving approach
  • Achieving results for the remote customer
  • Listening, Responding and Using the Right Words
  • Body Language Dynamics

Dealing Constructively with Tough Situations

  • Calming upset customers with active listening
  • Techniques for dealing with difficult people
  • Transforming complaints into opportunities
  • Customers need to know they are understood

Contributing to a Customer Service Culture

  • Demonstrating leadership in customer service teams
  • Measuring customer satisfaction
  • Monitoring the team’s development
  • How Your job affect other people’s job

Making Excellence a Habit

  • The characteristics and practices of excellence
  • Executing your personal action plan
  • Continuous Improvement: Skills, Documentation, Information Management
  • Service Recovery Techniques: Service delivery lapses, People Centredness, Responsiveness, Fairness and Rationality

Who Should Attend

Executives who are, or will be involved in Relationship Management for their organizations; including Customer Care Executives, Business Development Executives, Relationship Officers, Client Service Executives

Training Delivery Techniques

For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.

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