Customer Service

This course sets out to raise delegates' awareness of the need for effective customer service and to highlight how breakdowns in the provision of good customer service may occur.


The course looks at The 5 Prime keys of good service; using the H.E.A.R.D principles, thus:


H - Hear what your customer has to say.
E - Empathize with their situation.
A - Ask questions to determine what can be done to create a solution.
R - Respond with a solution to the problem.
D - Deliver on the promise made to the customer.

It also addresses handling anger from others and adopting the correct overall attitude for effective customer care.


 

An example of a customer care scene...starting off by getting it wrong and then doing it right.