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Customer Care

"To care for your customers you need to first care for your staff. If you do not care about your staff how can you expect them to care about your customers?" - David Padley

Introduction:

Every organisation needs to focus on its customers in order to survive. Managers need to be aware of what their internal and external customers need and be constantly improving their approach, relationships and products. This course raises awareness of customer service issues and focuses on structures to support this approach

Aim:

To raise awareness around Customer Care issues for Managers.

Method:

Experential learning and workshop

Contents:

  • Knowing your Customers
  • Internal / external customers
  • Communicating with Customers
  • Building relationships
  • Mutual Development
  • Setting up service agreements
  • Listening and Improving
  • Measuring Outcomes
  • Relationship v profitability
  • Managing Customer Information
  • Dealing with complaints
  • Creating a Customer culture

Outcomes:

By the end of the course delegates will

  • Have increased awareness around Customer care issues
  • Have a structure to improve relationships
  • Have examined attitudes to Customers within the organisation
  • Looked at IT solutions for Customer Care
  • Been introduced to the main methods of measurement 

Target Audience:

All managers who have contact with customers in the organisation. Anyone who is responsible for setting up organisation- wide processes for dealing with customers

Course Duration:

1 day

Investment: £225 per delegate day.

Booking:

Phone: 01286 660330
Fax: 01286 660921
E-mail: info @ teaminternational.co.uk

Enquire about the Customer Care course 


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