We have all been customers at some point in our lives, and we all know that good customer care creates a long lasting impression that can have long term benefits for the company or organisation, including repeat business from happy customers.
Does your company have employees who interact with customers either by phone, face-to-face or through other communication channels? It is vital that these frontline staff have the right skills to enable them to provide quality customer care.
What does customer care mean?
Providing a good quality service in a friendly, efficient and helpful way
Listening to the customer and finding out through polite questioning what he/she needs or wants
Treating people with dignity, respect and courtesy
Treating people equally and fairly, acknowledging their differing needs
Acting professionally and being helpful to customers
Offering choices where possible and clearly explaining when there are no choices
The ABC of good customer care consists of three key elements:
A for Attitude
B for Behaviour
C for Communication and technical skills
Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of further sales.
Your existing customers are among the most important assets of your business – they have already chosen you instead of your competitors. Keeping their custom costs far less than attracting new business, so it’s worth taking steps to make sure that they’re satisfied with the service they receive.
Our interactive training course will help frontline customer care staff to explore the ways they can use their behaviour to help or hinder transactions. They will understand the standards that customers expect and how to meet those expectations. This course gives insights into the way that behaviour is perceived by others and the effect it has on customers.
Our expert trainer will explain how to handle difficult interactions and how to take charge of challenging situations. If you want your frontline customer care employees to create a positive first impression and to be able to build a rapport with your customers, then make sure you enrol them in our Frontline Customer Care course today.