• Definition of customer care

• Importance of customer service

• Identifying different types of customers

• Understanding customer’s needs and expectations

• First impressions

• Communicating effectively

• Active listening

• Effective questioning

• Telephone skills

• Dealing with difficult calls

• Body language

• Defining excellent customer service

• Professionalism

• Importance of first impressions –

Handshakes

• Personal awareness

• Behaviour options

• Handling complaints

• What works well for your team?

• Top 5 characteristics

• Motivating your team

• Team values

• Coaching & developing your team

• Managing performance for successful customer focused teams

• Communication for successful team leading

• One to One customer care coaching

& developing

• Understanding the sales process

• Questioning techniques

• Dealing with objections

• Closing the sale

• Upselling