Customer Care

COURSE DURATION

1 day

FOR WHOM THE TRAINING IS INTENDED

Anyone whose position in the company is such that their work affects the ultimate customer experience, directly or indirectly.

THE AIM OF THE TRAINING

  • Increased focus on customer service
  • People taking more individual responsibility for good customer service
  • Improved internal cooperation
  • Better understanding of customers’ needs and expectations

COURSE CONTENT

  • ‘Moments of truth’ in customer service
  • Your company service standards/ current reality
  • Your internal customers
  • The real value of a customer
  • Reasons customers leave; customer expectations
  • What makes customers anxious and why they leave/ showing you care
  • Understanding customer needs – really effective questioning and listening
  • Your personal impact, your own role
  • Dealing with customer complaints/ corrective action

RATIO OF INSTRUCTORS TO TRAINEES

1 instructor to 12 trainees

CERTIFICATION

Varis Training certificate