Frontline staff Staff who handle queries Sales and support personnel Anyone responsible for managing customer relationships
This interactive and practical Customer Care course equips staff who serve as the first point of contact with essential professional skills to deliver exceptional customer experiences. Through a combination of hands-on exercises and group discussions, participants will explore key techniques for effectively navigating customer interactions and sharing best practices to maximize customer satisfaction and loyalty.
Frontline staff Staff who handle queries Sales and support personnel Anyone responsible for managing customer relationships
Build greater confidence in managing interactions with both internal and external customers Develop a deep understanding of the importance of delivering exceptional customer care Learn effective techniques for handling complaints with professionalism and a positive approach
Customer Interaction: Understanding the needs of both internal and external customers Scenario Practice: Engage in real-world scenarios to enhance customer care skills Building Confidence: Establish a professional and approachable customer service presence Communication Mastery: Perfecting tone, voice, and word choice to build rapport Active Empathy: Enhance understanding of customer concerns through active listening Questioning Strategies: Develop techniques to prompt insightful customer responses Issue Resolution: Take ownership, manage customer concerns, and maintain professionalism Customer Perspective: Understand expectations and provide service that exceeds them Handling Stress: Navigate challenging customer situations with poise and control Action-Based Responses: Summarize customer needs, agree on solutions, and ensure completion Service Safeguarding: Implement best practices for managing sensitive information securely Record Management: Accurately handle customer data with attention to detail and confidentiality
