" Customer is not always right but ...
there is no profit in proving her wrong!
Our customer care courses recognise the need for staff care too! We can provide training at the following three levels:-
- Basic
- Advanced
- Specialised
All our courses will include a focus and identification of:-
- Internal customers
- External customers
- Stakeholders
Typically,our courses include a look at the art of customer care with a detailed look at the impact of:-
- Environment
- Attitude
- Training
- Managerial style and messages
- Systems and Procedures
- Needs of specific groups and individuals
- Difficult customers - and strategies for coping as well as managing!
We examine:-
- Direct,indirect and opportunity costs( cost benefit analysis)
- The historical development of customer care
- Present and expected trends
- Managing and celebrating complaints
- Performance indicators
- Service Delivery Agreements
- Prevailing and expected best practice
- Monitoring with quality assurance mechanisms
- After care services - going the extra mile
- Legal duties - rights and responsibilities
- Customer and Citizen Charters
Your own policies and procedures are normally threaded into the training narrative
mail@qedworks.com