Customer Care – Beyond the Basics
Improve customer care practice with the LEARN framework, understand Ten Hs principles, and deliver top-quality service. Ideal for all sectors.
What you’ll learn
- Make use of the LEARN framework to improve their customer care practice
- Understand the importance of the Ten Hs principles of good practice
- Take their customer care practice beyond the basics
- Feel more confident in delivering top-quality customer care
The quality of customer care can make all the difference for the viability of a commercial enterprise and for the effectiveness of a public service. How people are treated by employees in customer-facing roles will generally play a key role in determining whether or not they are happy with the service. Whether they will come back (important in terms of repeat business for a commercial organization), are satisfied with the help they have received (important for public services in terms of meeting targets) or, at the other end of the spectrum, make a complaint, will owe much to the skills and attitudes of customer service personnel.
This course covers a range of important issues that can help customer service staff to not only achieve good practice, but also to go beyond the basics in an effort to achieve the highest standards of practice and therefore the best outcomes.
Also included is consideration of a range of pitfalls to avoid, common errors that stand in the way of ensuring that customers or clients have a positive experience of the organization concerned. Being able to steer clear of these problems can prevent a lot of problems and complications.
If you want to take your customer care practice to the next level, this course is for you.
Who this course is for:
- Anyone involved in customer care activities across all sectors
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