Thank you for taking the time to complete the whole introductory Customer Care training program. We appreciate your time and commitment to improving your skills in this important area. And now here's a short summary of the points we'd like you to remember. Customers are a much bigger group than we might initially think. They include people we may never interact with personally. We remember very good or very bad customer experiences for a long time, even years.

This is a great opportunity for you to make sure your customers remember you and your organization very positively. bad customer experiences generally get around people tell their friends, but if you can convert bad experiences into great solutions complaining customer can become an advocate for your business. Customer Care involves three key elements, personal, procedural, and physical or important and all contribute to better customer care. These three elements present in your internal customer relations to improving internal customer relationships is a key way to provide excellent customer service to your external customers and to make your business more sustainable. A great way to think about your customers is to imagine them as friends or guests. treat them with respect.

Treat them the way you would want to be treated yourself. Even if they're having a bad day or bringing you a problem. Most people are just doing the best they can with what they have. Generally, they're just upset nice people. At the end of the day, they're paying your salary. Don't forget about 90% of things that go wrong are in the procedure.

Be willing to adjust how things are done. This often reduces the amount of work. When you're communicating with people, there are three ways we all like to receive information, visual, auditory, and kinesthetic Lee, everyone has a preferred style, so make sure you cover all three. When selling over the internet, make sure your site design is easy to navigate and includes all three elements. Communication involves words voice and body language. Think about all three specially when you're planning and difficult communication.

You can use these three elements to create rapport with your customer and lead them towards the solution, what we call pacing and leading. Generally we don't listen well. But improving your listening skills enables you to give much better customers service. Tips for improving your listening skills include, allocate time and pay attention to the full message the words voice and body language. Don't get defensive get the message. Avoid judging, find out the real problem.

Be willing to be persuaded. Summarize and verify that you've understood what the customer wants. Questioning techniques help you listen better. Using open and closed questions to direct the conversation helps your customer and saves time for both of you. Effective questioning relies on you having an excellent knowledge of the features and benefits of your product range or your services. Know your merchandise.

The telephone creates its own limitations. It's more difficult to create a great customer experience when you can't see the person you're interacting with. Good listening skills are critical and remember to treat each customer as an individual and with respect communicating with people who have special needs is the same as every other customer transaction. Except you may need a little more time and patience, and there are more people who need extra assistance than you might think. Keep in mind people who might be elderly, have babies in strollers, or who might be suffering a temporary injury. Wherever possible.

Use a telephone interpreting service with a customer who speaks another language. It can be quite inappropriate to ask a family member to interpret for you. How you manage relationships with your internal customers. The internal customer supplier relationship is possibly the best opportunity you have to improve the external customer service provided by your organization. It's where better systems and procedures can be identified and implemented. Reducing rework and removing procedural blocks A great way To improve efficiency and make your job easier and more enjoyable, go out of your way to understand your internal customer relationships.

Complaining customers are golden opportunities to improve. Thank them. It shows you have a positive attitude that you care about what an effort they've made, and disarms them. Take responsibility for solving their problem. involve them in the solution by asking what they would like to do, offer at least two options and explain what you can and can't do to fix the problem. Most of the time, they'll ask for less than you had expected.

Solving problems will generally converts an unhappy customer into an advocate for your business. Research has shown if you solve problems will people are even better disposed towards your business than if the transaction went smoothly from start to end? At the start of this training program, we said we hoped you would find at least three things that you wanted to try out in your workplace. Now's the time to choose those things. Have a look back through your workbook and select some tips or exercises that you think will make a positive difference in your job. It might be trying out pacing and leading, actively working on improving internal customer supplier relationships, involving customers in solving their problems to get a good solution.

Or it might be practicing vaycay and your listening skills. Write down the first steps that you will use to implement these ideas. Then talk to your instructor or manager or supervisor about them so they can help you succeed in your new practices. Finally, it's a great idea to review your workbooks and notes from this course a few times, and rewatch the videos that you found most interesting to help cement the content in your mind. repetition and practice are key parts of learning. We suggest you look at them within 36 hours of completing the course.

And again after seven days, you'll be surprised how much you remember. We hope you found this training program useful, and we'd love to know what you our customers. Think about it. If you have any ideas about how we can improve it, we're keen to hear them. Please take the time to complete the evaluation form. The address link will be in your downloaded workbook.

Well done, you've completed the introduction to customer care. I hope you found the program useful and that you'll soon be putting lots of new ideas into practice. Good luck.