AIMS
To be able to provide good customer service
LEARNING OUTCOMES
By the end of this course, you will:
- Understand what is meant by good customer service
- Know the importance of making a good first impression
- Understand the importance of complaints
- Understand the importance of evaluation and feedback
- Know ways to make people feel special
- Recognise how special events affect people
- Recognise the expectations of customers
- Know how to meet the needs of customers
- Understand the principles of effective communication
- Recognise how the business environment affects customers
LESSONS AND TOPICS
Customer Care in Care Homes
- Understand what is meant by good customer service
- Know the importance of making a good first impression
- Proper use of Language
- Bad Customer Service
- Tips for Good Customer Service
Telephone Communication
- Adopt a Positive Tone
- Smile on the Phone
- Speak Clearly
- Be Sincere
- Use their Name
- Leave the Customer Satisfied
Complaints
- Understand the Importance of Complaints
- Receiving Complaints
- Complaint Tips - Taking a Complaint
- Complaint Tips - Finding Solutions
Evaluate and Feedback
- Understand the Importance of Evaluation and Feedback
Special Events and Anniversaries
- Know ways to make people feel special
- Recognise how special events affect customers
Cost of Customer Care
- Recognise the expectations of Customers
- Know how to meet the Needs of Customers
Good Communication
- Understand the principles of effective communication
- Barriers to Communication
Environment
- Recognise how the Business Environment affects Customers
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