Customer Care Workshop

Overview

In a highly competitive marketplace, customer care is the key to a company�s success. This workshop describes effective customer service techniques and provides opportunities for participants to apply and refine them through role plays and exercises.

Prerequisites

This workshop is a component of Professional Skills Workshops. Follow-on workshops include Communication Skills, Negotiating Skills, Interviewing Skills, Confrontation and Conflict Management, and Problem Solving and Decision Making.

Audience

Customer service representatives, help desk personnel, and technical support staff
Maximum number of participants: 12

Course duration

2 Days

Classroom Requirements

Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.

Format

Presentation
Written Exercises
Interactive Activities

Objectives

After this course a student should be able to

Evaluate the importance of effective customer service
Identify customer expectations and how to manage them
Recognize typical customer profiles and behaviors
Describe the importance and impact of taking ownership of customer problems
Define the professional behaviors needed to manage customer relationships and ensure customer satisfaction
Use effective communication skills to obtain and impart information
Apply techniques for handling difficult customer situations
Recognize organization and time management needs in effective customer care

Course outline

Introduction
Customer Care Context

Defining customer care
Business implications of customer care
The importance of customer care
Customer reactions
From customer service to customer care
Types of customer care

The Customer

Customer satisfaction
Types of customers
Teamworking and networking
Customer needs and expectations
Customer satisfaction factors
Customer interactions and behaviors
Interacting with customers
Responding to customers

The Customer Care Professional

The role of the customer care professional
Obtaining and clarifying information
The role of listening
Telephone skills
Managing and recording interactions
Effective voice mail
Elements of effective communication
Information management

Managing Relationships

Managing difficult situations
Negotiating skills: preparation, negotiation, and follow-through
Handling customer situations
Handling conflict

Self-Management

Organizing and managing yourself
Handling stress

Critical Success Factors

Personal action plan
Critical success factors