Good customer care depends on the attitudes and skills of the individual employee. Without it few businesses succeed.
In this course we get people to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.
We cover rapport (in particular how to match pace and lead the customer to a win/win situation), understanding the customer's thinking and some of the differences between different customers. Then we teach delegates how to recognise these different patterns, utilise them and so improve customer satisfaction.
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Updated 30th November 2005