These activities focus on what individuals can do straight away to make a difference to the way customers feel about your organisation. Even seemingly small improvements make a tremendous difference to customer perception. And that's what makes this pack so effective. It improves customer care by showing participants that the way they behave really does matter.

The 20 activities embrace all areas of customer care including:

• understanding your customers' points of view
• building rapport with customers
• customer care on the telephone
• writing to customers
• handling customer complaints
• assertiveness
• questioning and listening skills

List of Activities:

1. Introducing Customer Care
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