Advanced Customer Care

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”

Donald Porter

Any organisation that wants to become successful and remain successful must care for its customers. Satisfying customers’ needs is an important objective of any organisation irrespective of whether it is for-profit or non-profit. To do that, a company needs to create customer loyalty where customers can rely on the brand which will satisfy their needs. To create loyal customers, you need strong customer care which is what this course is about.

In this course, it is assumed that delegates already have some experience with customer services and are now looking to expand their knowledge and skillset. Having served customers, they may also have a number of specific situations in mind that they would like to get advice on. Customer service is an art and much of it relies on good communication skills and emotional intelligence. To remain skilled it is important to review past experiences systematically and learn from them so when a CSR finds himself in a similar situation again, he would know what to do. This knowledge also adds to their confidence which in turn helps them to provide a better service and thereby standing out from the competition.

When companies become mature in a given industry, there is not a huge difference between their products. A customer can buy a service or product from any of these competitors as they would all have a similar established feature-set. This is when customer service becomes the greatest differentiator between these companies. This is why it is extremely important to allocate resources and training to it as part of a strategy to keep a company competitive.

This course is full of examples and case studies. Delegates are frequently introduced to poor examples of customer service and then learn how to improve them. Teaching by example helps delegates to understand and remember the lessons. It also helps you as the trainer to initiate discussions and get delegates to share their own specific experiences so you can address them directly for the benefit of all delegates.

In this highly practical course participants will learn:

How to Have the Right Attitude When Serving Customers

• What is the effect of correct mentality?
• How to avoid having the wrong mentality
• How to create loyal customers

How Customer Service is Conducted in Different Settings

• What can you learn from face-to-face interactions?
• What can you learn from interactions on the phone?
• What can you learn from online interactions?

How to Manage Customer Expectation

• What is it that customers ultimately want?
• What do customers expect to get now and in the future?
• What do customers expect before or after making a purchase?
• What factors influence purchase decisions and how to take advantage of these factors to improve customer care?

What Not to Say

• How to avoid “toxic words”
• Which phrases can be damaging to a conversation when serving a customer and how to avoid them?

How to Handle Angry Customers

• Why customers become angry?
• What is the real reason behind a customer’s frustration and anger?
• What can you do to address the underlying cause of anger?
• How to use 8 practical methods to handle a frustrated customer and turn him into a loyal one

How to Respond to Complaints?

• Why customers complain?
• How to use strategies to directly handle a complaint
• How to use pre-emptive strategies to minimise customer complaints

Audience: This course is ideal for those who already have experience in customer services.

Prerequisites: Customer Service Skills

Course Duration: 1 Day

Course Level: Advanced

By the end of this course you will be able to:

• Adopt the right attitude when dealing with customers to increase their loyalty to your brand
• Identify what goes wrong in a poor customer service exchange and use strategies to improve it
• Identify customer expectations systematically and respond to them to improve customer service
• Avoid using toxic phrases that lead to confrontation with customers or reduce their loyalty
• Manage angry customers by reducing the tension using 8 practical methods
• Handle complaints using a variety of strategies to minimise negativity and increase customer loyalty