THE MANAGEMENT OF CUSTOMER CARE

A One Day Course

Course Outline

For

All management and supervisory staff

Purpose

To enable course members to recognise the importance of customer care and to develop, maintain and improve customer care.

To show course members the importance of supporting and motivating internal customers.

Content

• The benefits and importance of customer care
• The principles of customer care
• The role of management in customer care
• How to satisfy customers
• Internal and external customers
• Communicating with customers
• Measuring customer satisfaction
• Improving customer care
• Creating and maintaining a customer care culture