Brand-enhancing care

Customer Care

For a business to create and retain a truly competitive edge, it requires all employees to be aligned not only with the vision, but also with the values and behaviours conducive to creating a high performing team environment.

When this is right, all customers, both internal and external, are happily engaged, and companies with this type of culture create a loyalty and following that can enable them to achieve an exceptional employer brand and enviable performance levels.

This programme helps you to explore ways to enhance and develop customer care and customer management skills within your organisation and to create a cohesive working environment that underpins effectiveness and sustainability through a culture of genuine commitment to service.

 

Who should attend?

 

All employees, of all levels and across all functions; managers supporting teams in embracing great customer care; and directors and executives wishing to create and embed a culture of great customer care.

Objectives

This is a 2 or 3-day programme and can be run consecutively (recommended) or 1 day per week over 2-3 weeks:

  • Create and communicate your vision for excellent customer care, securing buy-in and engagement from everyone who needs to be involved.
  • Know how to adapt your outlook and personal behaviour, and to take into account others’ desires, fears and motivations, to positively influence all types of customers.
  • Understand how to recognise what different people value – and to provide them with what they need on a win-win basis, resulting in enhanced teamwork, improved service levels and increased effectiveness for your organisation.
  • Learn how to create a culture of empathy and to build genuine sustainable partnerships on a foundation of mutual appreciation and trust.
  • Have some creative ideas to enable you to gain a great return on your investment in this programme!

What’s covered

What customer care looks like
  • The business case for customer care
  • Where customer care fits with organisations’ vision
  • ‘Wow factor’ behaviours for customer care success

 

What customers want
  • The business benefits of happy stakeholders
  • Customer satisfaction and impact on profits
  • Stakeholder ‘touch points’
  • Understanding your customers
  • Essential empathy
  • What customers want

 

How to avoid customer care mistakes
  • Why organisations lose customers
  • The need for best behaviour!
  • The Betari Box
  • 7 habits of highly ineffective people!

 

Understanding people
  • Competencies for great customer care
  • Understanding people
  • Demonstrating empathy

 

Negotiating with confidence
  • Feedback – the secret ‘weapon’
  • How to give constructive feedback
  • Techniques for resolving complaints

 

Measuring customer care success
  • Measures and codes
  • Clear and simple standards
  • Values, ethics
  • Obtaining customer care feedback