Friday 10th July 19:37

Customer Care

Customer Care: Delivering the Wow Factor

customer_care_large_200Where would you go for the best customer service in the world? Until recently, there was only one answer to this question: Japan! The Japanese, a country with no natural resources of their own, except for their people, were the undisputed leaders in service, quality and customer care. There were two reasons for this. One was Ichiban meaning "a desire to be the best". And the other was Kaizen, meaning "never-ending improvement". Put together, Ichiban and Kaizen make an unstoppable force. When everyone has them in a business, the WOW! factor goes through the roof. Customers come back to you again and again. They'll even come back to you for things you don't sell, just for the experience of great service. And the simplest way to deliver Ichiban and Kaizen is to train your team in great customer care.

Are You Competent in "Customer Care"?

There are a number of key skills that you need to master in order to be competent in customer care. These include:
· knowing how to deliver customer satisfaction
· understanding the customer journey
· knowing how to manage customer conflicts and customer constraints
· managing each moment of truth with a customer
· being able to turn a customer complaint into a customer triumph
· putting your own stamp on customer service
· delivering outstanding service.

"Customer Care" and ManageTrainLearn

On this website, you'll discover a wide range of resources that will help you master customer care. If you are learning these skills primarily for yourself, the Step by Step to Wow! Customer Care is an ideal place to start. If you are learning these skills in order to teach them to others, then the MTL 1DayCoursePlans and MTL E-Manuals will provide you with an inexhaustible reservoir of material.

Other "Customer Care" Products and Resources

In addition to these products, you can also access free working with others materials on this site. For those of you who are interested in building a corporate library, look for products on Working With Others in our Bumper Bundle and Skills Collections for large reductions over catalogue prices. 

Read this month's article on Customer Care:

Moments of Truth

Customer Care: Products

Improve the performance of your team by training all your key staff in Customer Care.

View our range of Customer Care products