Customer Care and Communication
Operators who wish to improve customer retention will benefit from this course. Customers are known to not be impressed by mere satisfaction, but to be very loyal when delighted with customer service of a supplier.
This training instructs candidates in their role, especially dealing with appearance, communication, complaint handling and documentation including PODs ensuring that candidates are aware of their part, together with the importance of excellence.
Objectives
The course objectives are to:
- improve candidates knowledge of customer service principles
- improve candidates skills in complaint handling
- improve candidates ability to team work and communicate effectively improve candidates awareness of non-verbal communication
- increase customer retention
Learning outcomes
By the end of the course, candidates will have an understanding of:
- The importance of customer service excellence
- Correct complaint handling procedures
- Their role in ensuring documentation is legible
- The benefit of communicating regarding ETAs and delays Good team working principles
- Some psychological principles affecting communication
- Non-verbal communication such as eye contact and body language Customer retention
Course duration
Half Day (3.5 hours excluding breaks).
