Achieving Customer Care Excellence

Two-Day Course: Presented by MONDALE IT Training Ltd. 01635 573555

This course is designed to enable service providers and managers to develop the skills and commitment to deliver a level of service that will significantly increase customer retention and customer referrals.

Delegates will develop more confidence: become more self-assured and more influential in interpersonal situations and as team leaders.

• Understanding the customers real needs by listening
• Generating creative and imaginative service ideas
• Managing complaints and recover incidents of service failure
• Managing unrealistic expectations
• The importance of the first impression
• Identify the personal and organisational blocks to customer service
• Introduce the service standards at every point of customer contact
• Monitor and measure progress
• The L.A.S.T. procedure for complaint handling
• Projects Include:
  • The Disappointed Guest
  • The Distracted Guest
  • The Disruptive Guest
• Video Clip: The Disruptive Guest