A one-day course.

Topics covered:

• Why do we lose customers? Survey results.
• Exercise
  • How does your organisation rate customer care?
  • How do you rate customer care?
• Exceed Customers’ expectations.
• Quality v. total quality issues.
• The costs of losing customers.
• Prevention is better than cure.
• Customer feed-back survey.
• Case studies.
• Handling complaints.
• Solve the problem before it happens.
• Tools of Total Quality Management to improve Customer Care.
• How to effectively communicate with your customers.
• Customer relationship building.
• Service Standards.

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