Customer Care (MP3 Audio)

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