Customer Care Skills - Searchlight Insurance Training

Customer Care Skills

Customers need to be treated as individuals.   They all differ and this workshop will explore how to  ensure that all customers feel valued.

One unhappy customer will tell many more about poor service.   Conversely relating good experiences is one of the most powerful forms of advertising.

Learn how to look after customers in a way that becomes second nature, to ensure that they keep coming back.

Anyone who deals with customers will benefit from this workshop.

Level: Introduction

Duration: 1 day(s) CII CPD Hours: 6
     

WORKSHOP OBJECTIVES

Recognise roles and responsibilities in communicating with customers to build stronger relationships

Identify customer expectations and establish how to meet them

Describe the importance and lasting impact of first impressions

Describe the impact that positive and negative behaviours can have on the customer

Identify a process for solving customer problems effectively

Develop techniques to win and maintain customer confidence

WORKSHOP CONTENT

Internal and external customer expectations

Introducing a customer care philosophy and values, to underpin a TCF ethos

First and last impressions

Meeting customer needs and managing customer expectation

Interpersonal skills in customer care

Teamwork in customer care

Recognising and benefiting from sales opportunities

After sales service

Handling complaints and problems

Keeping the customer more than satisfied

Personal action plan for further development of skills