Customer Care

Course Overview

Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs – it’s also about defining what they really want, even when they are not sure themselves! This course is designed to help you work positively and healthily; letting go of unhelpful feelings and issues connected with customers; enabling you to stay calm and “acceptably detached” in stressful situations.The course is designed for experienced customer care professionals.

Key Elements

• Identify values and beliefs about their role and how those beliefs affect feelings and behaviour.
• Stay positive and motivated when helping customers
• Understand and manage their “hot buttons”.... the people and situations that build frustration and encourage negative assumptions that affect performance
• Develop strategies to improve positive thinking processes which will have an impact on their feelings and behaviour
• Implement techniques to help separate us emotionally from customers, their attitudes and behaviours
• Use techniques to “switch off” at the end of each day in order to recharge and avoid burn out.