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Transform Difficult Customers with Exceptional Customer Care


Quality or service in a product is not what you put into it. It is what the client or customer gets out of it. - 
Peter Drucker 

LEARNING OBJECTIVE

This workshop will enable you to assess your current level of customer care and discuss exceptional customer care; and how you can deliver that to your customers enhancing your customer relationships. 

We will give you some tools to handle the situation of difficult customers confidently and professionally. 

DESIGNED FOR

Anyone in sales, customer service, accounts or reception who has contact with customers and/or may have to deal with difficult or irate customers. 

LEARNING CONTENT 
  • We all talk about customer care but do we really know what it is?

  • Why should your organisation be taking customer care very seriously?

  • What does it take to deliver great customer care?

  • What do your customers want from you?

  • Why can some customers be difficult to deal with?

  • How are those difficulties expressed?

  • The importance of assertive behaviours

  • Understanding the roles that people play

  • Tips and guidelines for how to behave and win through

DURATION

Three hours

FACILITATOR

Sharon Paterson from Eastern Southland

Sharon Paterson is a business owner, Board member, and Secretary Event Manager for Southern Field Days placing her in a good position to provide great customer service and view how other serve their clients.

Having worked in a different culture where English was not the first language assists Sharon to understand how service can be lost in translation. Sharon is passionate about customers having an experience that will bring them back through your door for repeat business.

NEXT LEARNING STEP


This workshop has qualified for the NZTE Capability Development voucher programme | Regional Business Partner Network event reference OSEA191 

Eligibility
Small and medium size businesses may qualify for vouchers to help pay for services such as training workshops, courses and coaching that build the management capabilities of their owners, operators and key managers. Approved businesses will receive a voucher for up to 50% of the course investment fee.

For more information on the NZTE Capability Development voucher programme or to find your local Regional Business Partner please visit www.nzte.govt.nz 


Investment

$ 370.00 + GST for members
$ 500.00 + GST for non members

Terms & Conditions

 

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