Effective Customer Care (ECC)
No customer no business! Often most troubled businesses continue to focus on wrong things during their turnaround efforts, by focusing on money saving efforts negleting the revenue side. How? By not starting from outside, the customer, and work in. PolyNew Training Services focuses on insights which bring about great customer experiences, bringing about many benefits to your organisation. Because happy customers will buy in more, recommend your business, increasing market share and revenue.
Learning Objectives:
- Defining and appreciating the customer.
- Importance of the internal customer.
- Customer service as a strategic imperative.
- Customer satisfaction surveys and other vital tools.
- Service Level Agreements (SLAs).
- Customer complaints and service recovery.
- Key performance indicators (KPIs) for customer service.
Who should attend?:
The module targets Accounts, Purchasing Officers, Marketing Officers, Public Relations, Human Resources, Frontdesk, Customer Support and members of staff who are in contact with clients.
Modes of delivery:
The module shall be delivered by way of:
- Lectures
- Demonstrations & Role play
- Group presentations
- Case studies
- Assignments & Tests
- Video
Each training group will have their training resources tailor made to meet their specific training requirements. The delivery method will be adjusted accordingly.
