LONDON BOROUGH OF BARNET

CUSTOMER CARE

WHO SHOULD ATTEND

All those in the service who have contact with members of the public.

 

AIMS

To provide delegates with the skills to deal effectively, face to face, with Customer enquiries.

To provide delegates with a clear understanding of the importance of customer care and examples of best practice.

 

OBJECTIVES

By the end of the course, delegates will be able to:

  • Respond positively and appropriately to complaints and enquiries.
  • Use language which the customer can understand.
  • Understand the complaints procedure and know how to help customers use it.

 

CONTENTS

  • Understanding customer’s expectations
  • How to convey the right impression when dealing with customers – face to face
  • How to handle customer’s enquiries & complaints
  • How to develop good questioning techniques to understand real needs.
  • The benefits of a positive customer care attitude to staff, management and the organisation as a whole.
  • Customer Care and the Complaints procedure
  • Practice in responding to verbal complaints