Customer Care

We compete or we help our organisation to compete. Organisations compete against one another for customers, charities compete for funds.

Departments in the same organisation compete for budgets, resources and prestige.

Elements covered:

• Introduction to Customer Care
• What Customers Want
• Assertiveness Techniques
• Understanding Non-Verbal Communication
• Using Non-verbal Communication
• Understanding Opportunities
• Handling Complaint & Bad New Letters

Competency addressed:
This module is designed to contribute to the PRE4M™ Persuasive Influencer Competency at the Foundation and Advanced levels.

At the end of this module learners will understand how to:

• Build a strong positive image of own ability and expertise
• Convey enthusiasm and commitment for own ideas
• Demonstrate an understanding of other’s needs and views
• Demonstrate consistency of approach, evidence of expertise and delivery on commitments
• Gain agreement to propositions which are mutually beneficial
• Listen to other’s views and respond appropriately
• Propose and seeks win/win solutions
• Take account of the needs of others before responding
• Use a logical structure to present own views