Customer Care Workshop
Workplace Skills
In a highly competitive marketplace, customer care is the key to a companya ™s success. This workshop describes effective customer service techniques and provides opportunities for participants to apply and refine them through role plays and exercises.
You can get a complete list of other Professional Soft Skills Workshops classes at http://www.wintrac.com/courses/coursesprofsoft.asp
You can get a complete list of other Professional Soft Skills Workshops classes at http://www.wintrac.com/courses/coursesprofsoft.asp
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Training
Provided by Wintrac Inc.
Customer Care Workshop
- Introduction
- Customer Care Context
- Defining customer care
- Business implications of customer care
- The importance of customer care
- Customer reactions
- From customer service to customer care
- Types of customer care
- The Customer
- Customer satisfaction
- Types of customers
- Teamworking and networking
- Customer needs and expectations
- Customer satisfaction factors
- Customer interactions and behaviors
- Interacting with customers
- Responding to customers
- The Customer Care Professional
- The role of the customer care professional
- Obtaining and clarifying information
- The role of listening
- Telephone skills
- Managing and recording interactions
- Effective voice mail
- Elements of effective communication
- Information management
- Managing Relationships
- Managing difficult situations
- Negotiating skills: preparation, negotiation, and follow-through
- Handling customer situations
- Handling conflict
- Self-Management
- Organizing and managing yourself
- Handling stress
- Critical Success Factors
- Personal action plan
- Critical success factors
About The Training Provider: Wintrac Inc.
Wintrac Inc. - We can offer training on a wide range of topics including
Java, C , Visual Basic, C#, .NET, XML, Linux, PowerBuilder, Oracle and
Microsoft technologies. We can also offer end user training on a variety of
topics including Office, AUTOCAD, Lotus Notes etc. You can get a partial list
of all the onsite training courses we offer at http://www. wintrac. com/ courses. htm.
Wintrac clients...
