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Pack 14: Customer Care

Charity Shops, Support Groups in fact all voluntary organisations have customers.
This two hour session will ensure that volunteers and staff are equipped to give the best possible service and are inspired to deliver brilliant customer care
Author

Kay Curtis

Resources

Handouts, Activity Sheets & Case Studies

Experience Level Needed

Beginner

Access

Download and Online Access

Duration

2 hours

Price

£
50

What's included?

  • Session Timetable
  • Timed Activities
  • Trainer notes
  • Training material in PPT files 
  • Pre Course questionnaire
  • Training Evaluation form
  • Session extension ideas
  • Activity sheets
  • Case Studies
  • Achievement cards and certificates

Overview

Charity Shops, Support Groups in fact all voluntary organisations have customers.
This two hour session will ensure that volunteers and staff are equipped to give the best possible service and are inspired to deliver brilliant customer care 

This pack covers topics such as the importance of customer care in the voluntary sector, as well as identifying your organization’s customers, exploring the meaning and benefits of customer care, identifying what upsets customers and the different types of “difficult” customers, dealing with challenging customer situations, and considering how customer care can be improved. 

Objective

By the end of the session participants will:

- have recognised who our customers are
- have explored what we mean by customer care
- have identified potential difficult customer situations
- have devised strategies for dealing with challenging customers
- have considered how customer care can be improved in our organisation

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