Marketing and Sales > Marketing and Sales Workshops

Caring for Customers -Business Edge

Who Should Attend

The Caring for Customers course is designed for everyone in a small or medium sized enterprise (SME), from managers to staff as customer care is the responsibility of every person in an organization.

Objectives

By the end of the program, Participants will be able to:
• Explain the meaning and significance of customer care;
• Identify your internal and external customers;
• Identify your customers’ expectations;
• Describe best practices for customer contact situations;
• Identify areas in which you are currently failing to meet customer expectations.
• Apply techniques for better caring for the customer

Program Profile

Identifying Customers

• Who are Customers?
• An Organization’s Customers
• Who is More Important?

How to Care for the Customers

• What is Caring for Customers?
• The Three Pillars of Customer Satisfaction

Managing for Customer Satisfaction

• A Cascade of Quality
• Roles of Managers in Caring for Customers
• Human Factors in Customer Services
• Implement Customer Care
• Telephone Contacts
• Dealing with Customers’ Complaints
 


CERTIFICATION REQUIRES ATTENDING AT LEAST 90% OF THE TOTAL SESSIONS.

Duration : 18 hours