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Customer Care

Customer Care (MP3 Audio)

£19.00

Realise that customer care is vital to the success of your organisation, and learn how to achieve excellence in the two main areas: the expected basics and the unexpected “delight” actions.

SKU: CCA02 Category: Audio Courses Tags: Customer Care, Managing People
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Description

Realise that customer care is vital to the success of your organisation, and learn how to achieve excellence in the two main areas: the expected basics and the unexpected “delight” actions. Get ideas on measuring current performance and building in systems for continuous improvement.     Click on the links to hear some samples of this excellent programme.

Tracks for Customer Care

  1. Why bother with customer care?
  2. What people do if they are unhappy
  3. The invisible
  4. Not important enough for biscuits
  5. Too friendly = unprofessional
  6. Delight
  7. First impressions and ongoing service
  8. The ever increasing challenge
  9. Surveys
  10. Customer care: things to do
  11. Things NOT to do
  12. When answering the phone
  13. What if they were the Queen?
  14. Different types of people
  15. Mirroring
  16. Compliments
  17. Efficiency
  18. Rude and aggressive customers
  19. The 4 step assertive approach
  20. Coming out ahead
  21. Keeping it going
  22. Summing up

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