All levels of employees who have contact with internal or external customers. All front line staff.

The Programme provides the trainee with a clear understanding of the importance of Customer Care and the impact of their own behaviour on the effectiveness of their Customer Care efforts. It is a highly participative workshop, with a lot of practical exercises in which the trainees are given skills to provide improved Customer Care.

At the end of this programme Trainees will be able to:

• To create an understanding of the concept of Customer Service as it applies to the organisational environment.
• To highlight examples of good and bad Customer Service.
• To identify basic Customer Expectations and how they apply in the trainee's own working environment.
• To explain how the Employee and the Customer can become a winning team and build lasting positive relationships.
• To improve Communication and Listening skills.
• To explain how to handle critical Customer Care situations e.g. How to handle irate Customers
• To explain the concept of "Moments of truth" and enable trainees to identify these in their own working environment.
• To enable trainees to determine their own Customer care pledge relevant to their own working environment.