Good customer care makes all the difference.

Course Benefits

• More customer focused personnel
• Greater awareness of our customers' expectations
• Creating loyal customers

Course Programme

• What is customer satisfaction?
• Why is it vital to any organisation?
• Who are our customers
• Satisfying customers
• What do customers expect?
• Effective listening to achieve customer satisfaction
• Questioning techniques
• Complaint management
• Email etiquette
• Having a positive attitude towards complaints
• Using behaviour to influence customers
• Using behaviour to eliminate conflict
• Techniques for dealing with complaints