THE ART OF CUSTOMER CARE IN CORPORATE OFFICE

There is an art to providing exceptional customer service. It goes beyond knowing your products and services and delivering expected results. It involves balancing organizational and departmental goals with customer needs. This course introduces the basic approach to bonding a customer focused organisation.

By the end of the training participants will be able to;

  •  Gain a thorough knowledge and understanding of the key aspects of customer service
  •  Exercise professionalism, business acumen, confidence, and a positive attitude in customer service delivery
  • Develop long lasting client relationship and future business by managing customer
  • expectations in a realistic way
  • Exceed customers’ needs by managing, monitoring and influencing their expectations
  • Improve negotiation skills and know how to handle difficult or awkward customer
  • interactions and produce positive results.

RECEPTION AND FRONT OFFICE MANAGEMENT

Just as a face represents a person, the reception area represents an organization, office or business.  Just as we form an opinion by looking at the person (usually the face). Most visitors similarly form an opinion about the organization and how it operates by looking at the reception and judging the people attending to them. The receptionist is the initial contact point with the external world and so it is in a very powerful place to improve the way the organization is perceived. The receptionist or front officers need training on how they can manage the reception area, create a lasting impression and be able to deal with clients and even the most difficult ones. 


Course benefits

  •  Clear understanding of the reception and front office operations
  • Apply professionalism to promote the image of your organization
  • Become assertive and remain composed, focused and polite even in difficult situations.
  • You will learn how to use iPhones, manage conversations and teleconferencing
  • Master the art of listening under pressure
  •  Study and understand human behavior and the counter moves needed
  • Learn how to manage your  emotions: excitement , anger  and stress 

MASTERING THE ART OF CUSTOMER CARE: Providing world-class customer service

Good customer service is of vital importance for all businesses, large or small. It can have a direct impact on customer loyalty and the bottom line.  Simply put, the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business or improved service delivery. There is an art to providing exceptional customer service. It goes beyond knowing your products and services and delivering expected results. It involves balancing organizational and departmental goals and customer needs. This course introduces the basic concepts of customer service and then delves into effective customer service techniques and practice. It will benefit anyone who deals directly with a business’ or organization’s customers.

By the end of the training participants will be able to;

  • Gain a thorough knowledge and understanding of the key aspects of customer service and become confident in handling inquiries, complaints, and feedback.
  • Exercise professionalism, business acumen, confidence, and a positive attitude in customer service. 
  •  Develop long lasting client relationship and future business by managing customer expectations in a realistic way.
  •  Exceed customers’ needs by managing, monitoring and influencing their expectations
  • Improve negotiation skills  and know how to handle difficult or awkward customer interactions and produce positive results
  • Use a combination of communication and problem solving skills to drive issues forward and accomplish business-focused results.


EFFECTIVE CUSTOMER CARE PLANNING AND MANAGEMENT

Within customer service there are many elements which must be organized, but the crucial constant factor is the human element, how people are treated and communicated with.  Customers are people, and people tend to behave like people and respond to people. They do not behave like computers, and they do not respond like machines.

Policies, systems and technology all facilitate customer service, but none of these actually determines effective customer service. Only people (employees) can do this. Employees need to be trained and encouraged if they are to deliver exceptional customer care

Specific course objectives

  •  Understand customer care and the role it plays in organizations.
  • Enable participants develop a deeper understanding of current issues and best practices in customer care management.
  • Expose participants to strategies and techniques of providing exceptional customer service.
  • Provide integrated personal, interpersonal and teamwork skills and assist participants to develop mentoring skills.
  •  Help participants understand their role in upholding the company’s reputation and growth.
  • Ability to effectively handle complaints, assess customer satisfaction and provide constructive feedback.