Strategic Customer Care

Customer Care doesn't happen by accident, it has to be planned

Course Title: Strategic Customer Care

Description: This course is designed for anyone working in a business, whether large or small, who wants to continually improve standards of service. The course outlines how to develop a clear Customer Care strategy that will be embraced by all. By introducing practical procedures and practices participants learn how to ensure that customer expectations are exceeded and that Customer Care is not a "once off" but a Continuous Improvement Process within their business.

Aim: The aim of the course is to provide participants with tools and techniques to systematically improve the service provided to customers. It also seeks to ensure that the concept of excellent Customer Care remains foremost in the minds of everybody working within the business at all times.

Objectives: At the end of the course participants will have:

• A clear appreciation of what is meant by excellent Customer Care and the benefits of introducing a Customer Care strategy into the business
• Undertaken a stocktake to see where they are in relation to Customer Care
• Learned what are the Moments of Truth for their customers and how they can ensure that all such moments are positive for their customers
• Learned how to introduce excellent Customer Care as a Key Result Area in all aspects of the business
• Practiced how to create service objectives and standards within the business
• Developed ways to communicate their Customer Care strategy to all staff in a positive and effective manner

All courses are available in a group or one to one basis. Contact us for more details.