Customer care for Finance Organisations

Mouse Training
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This two-day course highlights the concept that customer care has long been recognised as being fundamental to a successful and profitable company. But in the competitive, chaotic move into the 21st century it does not go far enough. Service or solution based companies must now embrace the concept of Total Customer Focus.
Customer dissatisfaction often arises when the technical professional is unaware of the need to manage the client relationship. Often technically proficient specialists find to their surprise and disappointment that the client is not completely happy even though the work has been faultless. Technical professionals must realise that handling clients requires a distinct set of skills.

Client satisfaction is derived from the perceived quality of service delivered. This requires more from technical staff than just doing a good job. Furthermore, the provision of good customer care to clients is totally dependant on good customer care between colleagues working within the service team.



Course Outline
Why Does Customer Care Matter?

The exceptions
Customer care is important for 10 reasons
What is ‘Good�Customer Service?
We get the customers we deserve
Are customers ever expendable?
The true meaning of quality
Encouraging customers to complain
The 4 fundamentals of customer satisfaction
Major elements of customer satisfaction in service industries


Who are Your Customers?

Customers and users
Finding the users and customers
Some are more equal than others
The internal customer


How Well do You Meet the Need of Your Customers?

Find out what the customer thinks
Measuring customer service


Motivating People to Give Quality Customer Service

What motivates people?
How can we motivate for customer service?

Achieving Competitive Advantage Through Customer Service

Short term gain
What goes wrong?
Cultural Change
How can we get it right?


Training for a Customer Service mentality

Bottom up = Wasted money
Top down = Wise investment
The customer care programme
Typical training programmes
What else is needed


Why You should do it and Keep on Doing it

Procrastination = Doom


Questionnaires and Checklists

Outline customer quality service questionnaire
Customer quality survey


...''

Phone:+44 (0) 20 7920 9500

School Address:

7th Floor Crystal Gate
28-30 Worship Street
London
EC2A 2AH
United Kindom


Jobs & Resumes: London
Houses & Roommates: London
Travel Agencies: London

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