Welcome to Zane and Blackman Limited. We provide services in

  • Human Resource Management
  • Leadership Development
  • Management Training/Development

Customer Care

(Durations of Courses: 1 Day)

This course is aimed at developing the skills and techniques required when communicating in any way with existing or potential customers.

The objectives of the course are:

  • To describe the basic principles of effective customer care.
  • To develop a range of customer care techniques and skills.
  • To be able to apply these techniques and skills in daily activities.

Course Overview:

  • Qualities of customer care
  • what is customer care?
  • the skills required
  • listening to customers
  • Handling customer care
  • customer care on the telephone
  • customer impressions
  • valuing customers
  • Customer complaints
  • welcoming complaints
  • resolving customer complaints
  • using the complaint handling structure
  • learning from complaints
  • Action planning and feedback

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