Customer Care Pack
Contents
1. Introducing
2. What is our policy on customer care?
3. Features and benefits
4. Power to your people
5. Coaching skills
6. Cherish your frontline staff
7. Measuring customer satisfaction
8. Set the standards
9. Building rapport
10. Or, how to get people on your side
11. Ask the right questions
12. Listen
13. Checking for understanding
14. Solving customers' problems
15. Effective telephone skills
16. Writing to customers
17. Dealing with difficult situations
18. Assert yourself!
19. Handling customer complaints
20. Plan to succeed