This course is designed to identify gaps and a lack of essential skills within existing customer care functions through an in-depth analysis process. The development of levels of customer service is then encouraged through demonstration, concrete examples and role-play, leading to lasting repeat business.
This course is designed in an interactive way so that delegates learn by doing through a series of activities including questionnaires, discussion and role play.
The course is separated into 4 modules allowing customisation according to the specific requirements of your organisation.
- Understanding loyalty, expectations and your responsibilities around customer care.
- Examination of current processes – what is working and where is there an opportunity for improvement?
- Identifying and delivering levels of customer service – and formulating a process for continuous improvement.
Formulating an action plan to achieve excellence in customer service within your organisation.