Customer Care Personnel Skill Enhancement Workshop

In today's highly competitive markets where products and services are similar, managing relationships with customers has become a critical organizational competency. Studies show that 70% of the customer’s return is based upon their interaction with your staff. That means that only 30% of your ability to keep customers happy is based upon your products or services features alone.

The Customer Care Personnel factors that enhance service levels are:

  • the professionalism, friendliness and expertise of customer facing employees
  • how well they keep the customers informed
  • how sensitive they are to meeting customer needs
  • are they solution oriented or process oriented
  • their reliability and efficiency in solving customer queries
  • ability and willingness to take and sustain ownership

Customer Care Skill Enhancement Workshop deals with why customer relations are important to your organization and how customer service training can be used to improve your employee's understanding and communication skills when dealing with all kinds of customers -- whether over the telephone or face to face.

Customer Care Skill Enhancement Workshop gives participants new insight into specific customer behavioral styles. It teaches participants to address both the personal and the process needs of the internal and external client. Participants learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions. It focuses on internal communication to keep team members aware of key client concerns.

The Workshop Covers The Following:

  • The Psychology of Customer Relations
  • Managing Customer Expectations
  • Understanding Your Communication Style
  • Dealing with those "Difficult" Customers
  • Complaint Handling
  • Improving Results Using a Problem-Solving Approach