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
- 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.