'If you don't look after your
customers, somebody
else will and without your customers
you don't have a
business.'
Designing and implementing a customer care programme
This is a very comprehensive course in customer care. It starts by
looking at what true customer care is, who are our internal and external
customers and what their needs are. Following this it shows how to
prepare a customer care programme, what needs to be done to implement it, and
how to evaluate it. This course includes the interpersonal skills which
are covered in the "Customer Care at the sharp end" course which is
outlined below.
Customer care at the sharp end
This course concentrates heavily on the interpersonal skills required by
people who are at the sharp end of a business and in direct contact with the
external customers. This course would be very useful in the training of
employees as part of a customer care policy that has already been designed.
