Customer Care

Staff in a front-line customer service role – those on the phone, those who deal with correspondence, those who deliver etc.

Many organisations’ ‘products’ are first rate. What, however, makes the difference is the service provided to customers. Increasingly ‘satisfied customers’ are not enough. Organisations have to go beyond that and create what Ken Blanchard calls ‘Raving Fans’, customers who deal with you because they want to, not because they have to or because of inertia, customers who tell everyone else - the best form of marketing! Getting this is, of course, about policies, processes and systems, but it’s as much or more about attitudes and behaviours. We aim to build awareness of the need for the right customer service attitudes and behaviours and what front-line staff can do to ‘make the difference’.

We will cover: what constitutes excellent service; what are the attitudes and behaviours needed; having clear roles and standards; empowering the front line to decide; how to react when things go wrong; the need for both flexibility and consistency at the same time.

One day (in-house courses can be extended to two days)

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