Customer Care

Table of Contents

1. Cover image
2. Title page
3. Table of Contents
4. Copyright
5. List of figures and tables
6. About the authors
7. Acknowledgments
8. Preface
9. Chapter 1: Preparation
   1. Your role as a facilitator
   2. Notes on venue and facilities
10. Chapter 2: The introduction
    1. Aims
    2. Background
    3. Aim 1: Introductions
    4. Aim 2: Expressing concerns and creating a climate for learning
    5. Aim 3: Understanding the aims of the course
    6. Aim 4: Establishing the ground rules
    7. Aim 5: Clarifying the role of the facilitator
11. Chapter 3: What is customer service?
    1. Aims
    2. Background
    3. Aim 1: Identifying the constituents of good/bad/excellent service in practice
    4. Aim 2: Recognising the importance of customers’ expectations and feelings
12. Chapter 4: Who are our customers? The customer service chain
    1. Aims
    2. Background
    3. Aim 1: To identify more clearly the different kinds of customer
    4. Aim 2: To recognise the special needs of different customers
    5. Aim 3: To recognise from whom we receive service in general
    6. Aim 4: To recognise our internal customers
13. Chapter 5: Communication
    1. Aims
    2. Background
    3. Aim 1: To recognise the barriers to communication
    4. Aim 2: To recognise the importance of body language or NVC when dealing with customers face to face
    5. Aim 3: To improve communications, whether face to face, over the telephone or in writing
    6. Final comments
14. Chapter 6: Questioning and active listening
    1. Aims
    2. Background
    3. Aim 1: To identify the different types of questions and their effect on communication
    4. Aim 2: To use questions to communicate more effectively
    5. Aim 3: To encourage more active and effective listening
15. Chapter 7: Handling complaints
    1. Aims
    2. Background
    3. Aim 1: To identify the appropriate steps in handling customer complaints
    4. Aim 2: To develop a positive proactive response to customers’ problems and complaints
16. Chapter 8: Dealing with challenging situations
    1. Aims
    2. Background
    3. Aim 1: To identify behaviours that create positive relationships with customers
    4. Aim 2: To recognise signs of aggression in a person
    5. Aim 3: To identify appropriate strategies for dealing with challenging situations
17. Chapter 9: Life positions and the OK Corral: being more confident and assertive
    1. Aims
    2. Background
    3. Aim 1: To recognise aggressive, assertive, adaptive and apathetic styles of behaviour
    4. Aim 2: To use assertive language in response to customer and staff statements
18. Chapter 10: Suggestions for improvement
    1. Aims
    2. Background
    3. Aim 1: To identify how participants can help improve the effectiveness of their section
    4. Aim 2: To identify how managers can help participants make improvements
19. Chapter 11: Teambuilding
    1. Aims
    2. Background
    3. Aim 1: To foster team spirit
    4. Aim 2: To help understand how we work in groups
20. Chapter 12: What are we good at, and what is our future? Action planning
    1. Aims
    2. Background
    3. Aim 1: To celebrate success and take pride in achievements
    4. Aim 2: To actively share information about team successes
    5. Aim 3: To make a commitment to improving customer service skills
21. Chapter 13: Wrapping it up
    1. Concluding remarks
    2. Feedback
22. Chapter 14: Conclusion
    1. Plenary
    2. Some final words…
23. Index