Preamble

Effective customer care is a critical factor to an organizations success; when customers are treated with the respect, value and empathy that they deserve, they will continue to support the product or service that they receive.The programme is designed to develop staff competencies in motivating customers to remain loyal to the organization.
Target Group

Managers/officers who have direct contact with customers.
Learning Objective
On completion, the participants will benefit from:

• Exhibit competence in fundamental aspects of customer service - incorporating sensitivity to customer
• needs
• Communicate effectively with customers
• Describe the legal framework of customer service
• Exhibit an understanding of the functioning of a ‘customer-driven organization
• Discuss the need to maintain a ‘generalized customer information system
• Apply appropriate customer care skills to initiate improvements in customer service

Content

• The concept of customer care
• Role and responsibilities for customer care
• Features of a customer-driven organization
• Internal & external factors influencing customer behaviour
• Motivating customers
• Maintaining a generalized customer information system
• Dealing with difficult situations

Benefit of attending

By the end of the program participants will have acquired skills that will enhance their abilities to deal
with customers with humility and professionalism.