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CUSTOMER CARE (PROGRAMME)

The workshop aims to assist all staff who deal with external or internal customers in ensuring that the levels of service that they deliver to customers meet your organisation’s needs.

OBJECTIVES

At the end of this workshop, participants will be better able to:

® understand and use the CARE Connection model

® highlight the needs of your customers, both internal and external

® identify the key features of clear communication

® deal positively with customers

® deal assertively with people to break down communication barriers

® recall the nature of conflict

® use relevant techniques to manage conflict.

Workshop programme

Introduction: the CARE Connection

Session 1: The environment

Who are our customers?
What we can and cannot control
What do customers want?
Customers and their needs

Session 2: Why communication matters

The communication cycle
Key communication skills
Questioning and listening
Confirming your understanding
Being sensitive to special needs

Session 3: Dealing with difficult situations

What causes complaints?
Dealing with difficult/aggressive customers
Delivering on promises

Session 4: What can you do?

Assessing yourself
Action circles

Session 5: Over to you

Practising your own customer care skills

Action planning and summary

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