Customer Care for Professionals

71% of senior business leaders now say that the Customer Care is the next competitive battleground.

With more than 80% of customers leaving a company because of the level of service they receive,Customer Care is increasingly the only differentiator. High expectations and demands from both customers and society today, has increased the pressure on front-line staff to deliver consistent, quality service in a skilful and professional manner. First impressions last and word of mouth is still the most successful form of marketing for any organisation.


Who Should Attend?

This course is designed for all Customer facing staff, who want to develop and enhance their awareness, knowledge and skills and improve the quality of service they provide.


Course Outline

* Customer Expectations

* Defining Excellent Service

* The Four Customer Needs

* The Impact of Poor Service

* First Impressions

* Creating & Maintaining Rapport

* Delivering Excellent Service

* Managing Difficult Situations


Course Duration

One Day

9:30-4:30pm


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