Customer Care
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Introduction to Customer Care
Duration: 2 days
Objectives: By the end of the course, staff will:
Have an understanding of the need for customers to have a positive experience when interacting in any way with your company
Appreciate the contribution that they can make in improving that experience
Introduction
- The difference between customer service and customer care
- The principles of customer care
- Learning lessons from the business sector
Identifying customers
- Who are your customers?
- The different types of customer – internal, external, etc
Customer expectations
- What people should expect when they interact with your company
- The contribution staff can make towards meeting those expectations
General guidelines
- Being professional at all times
- Respecting patient confidentiality
Communication skills
- Developing and using appropriate and effective communication skills
- Being assertive but not aggressive
- Communication barriers
- Face to Face contact
- Ensuring customers are greeted and received courteously
- Dealing with enquiries, queries or complaints promptly and professionally
- Being fully aware of patient confidentiality at all times
- The use of body language
- Telephone contact
- Dealing with calls promptly and courteously
- Ensuring customers reach the correct department
- Ensuring guidelines used with face-to-face contact are applied as appropriate
Challenging situations
- Using techniques to help defuse situations where possible
- Awareness of your company’s complaints procedures