Customers - Love them or they leave you

Customer loyalty is a key to success and survival and it is directly proportional to excellent customer service. The DCEB Customer Care training module on 4th June costs only €40. It is held in the National College of Ireland.

Book here

• Understand customer needs
• Handle customer enquiries
• Deal with customer complaints
• Understand importance of internal customer care
• Benefits of customer care

Why is the Customer King?

• Building customer loyalty
• Bad news travels fast
• The Customer service experience
• Who are your customers?
• Finding out what customers want- implementing listening systems
• Effective Listening Skills
• Promoting a customer first approach
• Exceeding customer expectations
• How have your customers evolved?
• RATER model

Customer Processes

• Identifying and Clarifying customer needs
• Managing customer perceptions
• Creating and leaving the right perception

Handling Customer Complaints

• Handling Customer Dissatisfaction
• Dealing with difficult customers
• Establishing a complaint handling processIdentifying and Clarifying customer needs

What is Internal Customer Care?

• Internal vs External customers
• Benefits of Internal Customer Care

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