The
concept
of
Customer
Care
has
long
been
recognised
as
being
fundamental
to
a
successful
and
profitable
company.
However
in
the
competitive,
chaotic
millennium,
it
does
not
go
far
enough.
Service
or
Solution-based
companies
must
now
embrace
the
concept
of
Total
Customer
Focus.
IT
solution
suppliers
and
system
integrators
in
particular
must
adopt
the
strategy
of
Customer
Intimacy
given
that
the
alternatives;
product
or
operational
leadership
are
safely
under
the
control
of
the
large
internationalists.
This
means
more
than
Customer
Care,
it
means
in
depth
understanding
of
your
customers'
business
processes,
customisable
solutions,
personalised
attention
and
a
willingness
to
share
risks,
reward
and
responsibility.
Customer
dissatisfaction
often
arises
when
the
technical
professional
is
unaware
of
the
need
to
manage
the
client
relationship.
Often
technically
proficient
specialists
find
to
their
surprise
and
disappointment
that
the
client
is
not
completely
happy
even
though
the
work
done
has
been
faultless.
Technical
professionals
must
realise
that
handling
clients
requires
a
distinct
set
of
skills.
Client
satisfaction
is
derived
from
the
perceived
quality
of
service
delivered.
This
requires
more
from
technical
staff
than
solely
doing
a
good
job.
Furthermore,
the
provision
of
good
customer
care
to
clients
is
totally
dependent
on
good
customer
care
between
colleagues
working
within
the
service
team.
Who
Should
Attend?
This
course
is
applicable
to
everyone
in
an
organisation,
for
by
definition,
total
company
backing
is
a
prerequisite
of
excellent
customer
service.
Course
Content
The
Importance
of
Client
Service -
Why
good
service
is
critical
-
Cost
of
a
dissatisfied
customer
-
The
zone
of
tolerance
-
Why
customers
defect
What
the
Gurus
Say -
Customer
service
-
Customer
responsiveness
-
Customer
Focus
-
Customer
Intimacy
-
Customer
Care
Internal
Customer
Care -
What
is
Internal
Customer
Care?
-
Benefits
of
Internal
Customer
Care
-
Who
are
your
internal
customers?
-
The
Service
Chain
The
Building
Blocks
of
Customer
Care -
The
five
Cs
-
Rights
and
responsibilities
of
internal
customers
-
Your
responsibilities
as
a
team
member
-
Contact
with
internal
customers;
face-to-face,
phone,
mail
-
Your
work
standards
Managing
the
Client
Relationship -
Why
the
client
relationship
is
important
-
Why
it
must
be
managed
-
Levels
of
the
client
relationship
-
The
project
-
The
personal
-
Roles
of
a
professional
Meeting
Customers'
Expectations -
Satisfaction
=
perception
minus
expectation
-
Guidelines
on
managing
expectations
-
10
dimensions
of
service
quality
Communication
Skills -
Building
rapport
-
Body
language
-
Asking
questions
-
Listening
skills
Solving
Customers'
Problems -
A
4-step
approach;
-
Building
rapport
-
Get
the
facts
-
Discuss
solutions
-
Develop
an
action
plan
Handling
Difficult
Situations -
Dealing
with
angry
and
abusive
clients
-
Transactional
analysis
