Effective Customer Care

Turn your customers into Raving Fans!

Customer care is not a department, it's an attitude. Join us for this exciting one-day intervention and ensure that every representative of your company is armed to create customers who are raving fans!

Can your business afford to lose customers?

Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in the business focused on customer care - and do they have the necessary skills and knowledge to care for your customer?

Exceed the customer's expectations - first time, every time

The importance of customer service to sustained business success

• What is excellent customer service?
• Customer service principles to deliver exceptional customer service
• Do's of customer service
• Most important elements of service delivery
• Nothing is sweeter than your own name
• Key competencies staff need for excellent customer service

What are the new trends in customer service?

• 4 C's of customer needs
• 3 R's for exceeding customer expectations
• Rater principle and the customer pyramid
• The 6 basic needs of customers

Telephone skills

• Voice projection
• Zero tolerance behaviour

Face-to-face interaction with the customer

• The importance of body language

Effective Communication and listening skills

• What is effective and successful communication
• Verbal, written and non-verbal behaviours
• The 7 top barriers to effective communication
• How to listen actively
• The importance of feedback and how to encourage feedback
• How to use written communication effectively including e-mail
• How to calm an angry customer down
• How to have a difficult conversation
• How to turn complaints into opportunities

Practical implementation

• Role plays and mock telephone interactions
• How to stay calm and rational when faced with an angry or difficult customer using the skills and techniques learned from the first session

Who should attend?

• Managing Directors and CEOs
• Marketing Managers
• Sales Managers
• Customer Service Managers and Supervisors
• Call Centre Managers and Supervisors
• Training Managers
• Everyone who works directly with customers

Training approach

Our courses use interactive tools that allow learners to learn by doing.

The experience for learners is fun, rewarding, lasting and integrative, whilst employers are assured of a high return on investment in training.

Front Foot courses are compiled and presented by subject matter experts
and industry specialists to ensure the highest and most current standard of excellence in all our workshops and training.

Ms Elmarie Pretorius obtained a BA degree in Communications from the University of Potchefstroom and started her career as Public Relations Officer for Toyota Marketing. She held various marketing positions and steadily climbed the corporate ladder. At the age of 34 she was appointed Managing Director of Primedia Publishing, a position she held for 3 years, before accepting the challenge of CEO of Cinemark. 

After 21 successful years in the publicity, media and marketing industries Elmarie's passion for business and people in particular has led her to apply her extensive experience to the designing and delivery of innovative business and people solutions through strategic training interventions.