Overview
A customer care strategy plays an important role in building customer satisfaction, helping you to retain loyal customers and increase levels of repeat business. Through good customer service you gain the client’s trust, enhance the company’s image and strengthen your competitive advantage in the market. This course focuses on strategies and skills for building lifelong customer relationships by developing valuable and effective customer-care strategies. Satisfied customers may, through conversations and story-telling, become voluntary ambassadors for your company and are highly likely to recommend your services to others. This workshop will also help participants communicate effectively, appropriately and clearly in all situations.
OBJECTIVES
- Developing competencies in the area of professional customer care
- Increasing the efficiency of communication with customers
- Attaining the knowledge of how to get to the underlying needs and expectations of customers
- Building strong and sustainable relationships with clients
- Expanding the positive image of the company in the market
- Identifying, reducing, and overcoming objections and barriers
- Learning about personalities and communication preferences when dealing with clients
- Establsihing the ability to create an open environment for communication
- Developing skills to communicate clearly and effectively
- Identifying barriers to effective communication
- Mastering body language and non-verbal communication
METHODS
- Role-playing
- Self-assessment tests
- Exercises in groups
- Individual work
- Practice sessions
- Lectures
- Discussions
LEARING OUTCOMES
At the completion of this course, participants will be able to:
- Adopt a focused customer care strategy
- Identify key customer issues
- Build the professional image of the company
- Adapt to specific customer behaviour styles
- Increase customer loyalty through exceptional customer service
- Develop communication abilities with clients
- Use techniques to build relationships
- Develop a personal action plan to improve customer service skills
- Show gestures of generosity and high quality customer care
- Use techniques to deal with difficult situations
- Recognise barriers to the delivery of outstanding customer service
Course Outline
Day One
Introduction to Customer Care Strategy
- Describing customer service
- Identifying customer expectations
- Providing excellent customer service
- Building competitive advantage
Customer Care Process
- Customer contact model and service standards
- Creating lasting first impressions
- Building and maintaining contact with customers
- Using positive language and tone of voice
Building company’s brand
- Brand image on the market
- Active listening and responding
- Golden Circle as a core model
Day Two
Handling customer requests
- Identifying challenging customer requests
- Responding to challenging customer requests assertively
- Assertive techniques
- Managing emotions during stressful situations
Handling complaints
- Dealing with difficult situations
- Resolving problems
- Coping with unsatisfied customers
- Conflict resolution strategies
Service recovery
- Turning disappointment into delight
- Identifying the nature of customer complaints
- Responding to customer complaints
Day Three
Building customer relationships
- Relationship triangle – trust and loyalty
- What differentiates us from our competitors?
- Identifying ways to add value and exceed customer expectations
Understand ourselves and others
- Types of personality
- Communication with different personality types
- Psychological client’s typology
Effective Communication
- Process of communication
- Practical skills to communicate open
- Verbal and non-verbal language
- Open question in Customer Care Strategy
Applying the learning
- Review of learning
- Action planning for participants