30 Nov 08:30 - 16:30 - Kampala
Casa Miltu Hotel
About the Training
Customer Care Best Practices | firstname.lastname@example.org | Uganda
Customer Care best practices of the 21st century whose ultimate aim is customer retention and attraction is crucial for sustainable competitive advantage of any business organization. All businesses need the support of customers in order to survive. Providing a product or service alone is not enough in today’s competitive business environment. To improve business performance, companies need to observe excellent customer service & care.
Customer expectations range from attention, respect, courtesy being listened to, on time delivery of products and recognition, among others. Adherence to these qualities will win any business organization good customer relationships and guarantee customer loyalty.
Sustaining customers is a lot more challenging than winning them. Customer retention has proved to be one of the biggest challenges for nearly all enterprises. Maintaining a good relationship with customers and winning their loyalty are increasingly becoming a challenge in the modern competitive business world. Firms often have to undertake conscious strategies to please and satisfy their customers, like implementing an exceptional delivery of goods and services.
This course aims at equipping the employees with appropriate customer care knowledge and skills, which are necessary for improving the excellence and competitiveness of your Organization. The Clear Focus Consult shall identify on a step-by- step basis and measure at least eight behavioral characteristics and two proficiencies that are essential to extra-ordinary customer service at your Organization.
Every employee of your organization has a duty of offering proper service to all the customers of the company. As the saying goes, however, “You cannot give what you do not have,” no employee will provide proper customer service if they do not understand what proper customer service is all about. No worker can give happiness and smiles to the customer when they are sad inside. It is impossible for an employee to give knowledge when he or she is ignorant. It, therefore, prompts the need for;
i) A fundamental employee attitude change
ii) A shift from a scarcity mindset to an abundance mindset
iii) Creation of an energetic and cohesive customer-focused team, working in with the interests of customers at heart.
The Target Audience
The Customer Care Training is intended to benefit employees and professionals in your organization & job titles may include but not limited to: Sales Managers and officers Marketing Managers & officers, Front desk officers, Client relations officers, Customer service representatives, Bank tellers and all Communications staff.
Objectives of the Training
The main purpose of the Customer Care training is to enhance the understanding of the employees of your organization in the area of proper customer service.
Specifically, the training is designed to achieve the following objectives:
To enable the participants adopt a consistent, professional style when speaking with customers
To enable the participants develop skills in engaging with customers and handling their enquiries effectively
To enable the participants listen effectively, ask questions and respond clearly/ fully to customers’ requests
To enable the participants identify the ways they can add value to customer relationships and exceed expectations in the company
To enable the participants practice how to turn customer service disappointment into a positive experience
The Customer care Training is meant to be a practical, ‘hands-on’ workshop that will cover the best practices, case studies, exercises, lessons-learned, real-life examples and expert facilitation practices. An action oriented and participative approach will be used with particular emphasis on sharing experience and doing things. The training will involve a problem-based methodology in order to engage participants actively in the learning process. Before the date of the training, participants send in expectations and to raise issues that they are facing in their customers relations role at work by completing a participant profile.
During the training, the trainer(s) will act as facilitator(s), using interactive learning methods to help participants share their experiences and learn through participation in activities such as group discussions, case studies, role-playing, and games. The participants will have an opportunity to address some of the specific customer relations issues in their various departments and at your organization as a whole. At the same time, participants will be instructed to develop an action plan for applying their new training skills.
The training program will cover the following areas;
Quality customer service & its importance
The importance of customer service
What do customers want and expect?
Customer service as part of organizational culture
First impressions/critical service moments
Face-to-face and telephone/mail/email contact
Handling complaints and difficult customers & Measuring satisfaction
The importance of customer retention
Attitudes and people's perceptions
Service versus care concepts
100% quality delivery - getting the basics consistently right
Expected Outcomes of the Training
At the end of the training, the participants will be able to:
Understand the essentials of Good Customer Service
Know the Customer Service Skills they you already have
Deal with difficult, rude or indifferent customers professionally
Achieve real excellence in customer service
Have advanced listening and responding skills
Make the customers’ point of view work for them
Develop new customer relationships
Care for themselves as well as the company’s customers
Handle complaints with empathy and efficiency
Gain confidence in their customer service role