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Customer Care

Customer care training focuses the attention of everyone in a company on the needs and values of customers - both internal and external.

By the end of the course participants will be able to:-

  • To encourage outward focus on customers and markets.
  • To promote understanding of the market and the competition.
  • To foster professionalism and excellence when addressing customer values.
  • To make the pay off as large as possible for your customers and your own company.

Who Will Benefit: The broad objective is to strengthen the customer care orientation of senior and junior people within the company. The concept of customer care works only if it starts with the customer and extends all the way back to the very top of your organisation. There can be no exceptions if success is to be assured. The benefits of a Customer Care Programme are a Value Partnership with each customer and employees will think of the Value Chain rather than the distribution chain. Individuals will see themselves as morally responsible for the welfare of the customer - whether they are in direct contact or not.

This course also provides the underpinning knowledge for the City & Guilds Level 2/3 in Customer Care.

Customer Care. Why bother? ....

Customer Care is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." The importance of customer service may vary by product or service, industry and customer.

The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest," according to Micah Solomon. Customer service can also refer to the culture of the organization - the priority the organization assigns to customer service relative to other components, such as product innovation or low price. In this sense, an organization that values good customer service may spend more money in training employees than average organization, or proactively interview customers for feedback.

ILM
Erewash
2020
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FSB
IIP
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