'Quality Customer Care' Team Workshop Content

We conduct customised team workshops which include:

 Introduction and Overview

• Pre-workshop assessment
• Critical customer service issues

 Exceeding Customer Expectations

• Compensation and where it comes from
• What is quality service
• Determining customer expectations
• Exceeding customer expectations

 Quality Service as a Company Culture

• Identifying who the customer is
• Internal versus external customers
• Changing behaviours
• Quality is a mindset 

 Roadblocks to Quality Customer Care

• Reasons people fail
• Roadblocks to quality service
• Things that interfere with the ability to succeed
• Eliminating negative feelings

 Handling Dissatisfied Customers

• Why customers become angry
• Benefits in handling the tough situation
• Techniques for handling dissatisfied customers
• Words that excite customers 

 Effective Communication

• Why people fail in communication
• Negative listening habits
• Exercises to increase listening through recall
• Effective questioning techniques 

 Keeping Customers for Life

• Basics of quality customer care
• Increasing our empathy
• Enhancing interpersonal relationships
• Making the customer feel important