Training Module

Customer Service

A one-day course.

Topics covered:

  • Why do we lose customers? Survey results.
  • Exercise
    • How does your organisation rate customer care?
    • How do you rate customer care?
  • Exceed Customers’ expectations.
  • Quality v. total quality issues.
  • The costs of losing customers.
  • Prevention is better than cure.
  • Customer feed-back survey.
  • Case studies.
  • Handling complaints.
  • Solve the problem before it happens.
  • Tools of Total Quality Management to improve Customer Care.
  • How to effectively communicate with your customers.
  • Customer relationship building.
  • Service Standards.