Customer Care

Target Audience

Everyone in an organisation who communicates with customers and colleagues, either on a face-to-face basis, or on the telephone

Pre-requisites

There are no pre-requisites for this course

At the completion of the course you should be able to:

• Project the right impression
• Contribute effectively to improved customer satisfaction
• Enhance the organisation’s reputation
• Improve attitudes & develop techniques to handle rudeness & complaints positively & assertively
• Develop a ‘customer-led’ approach to business

The Successful Customer-Led Company

Success stories - policies, methodology & results • How organisational culture can have an effect

Working Cohesively

Changing attitudes • Encouraging teamwork & ‘ownership’ of difficulties

Your Obligation to the Customer

Striving for complete customer satisfaction • Problem solving – root cause analysis • How to implement the plan

Communication

Telephone voice and manner • How to deal with enquiries • Avoiding problems & ensuring customer satisfaction • Ensuring positive customer relations

How to Project the Right Image

Instigate & maintain a customer-led image • The first impression • Appearance, attitude and approach • The need to establish rapport • Importance of listening & two way communication • Enhancing the reputation of the organisation

Dealing with Difficult Customers

Dealing with complaints effectively • Taking responsibility for the customer • Complaints received by telephone

Action Plan

No Related Courses.

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Course Fee

We have a rolling programme of Scheduled Public sessions for the majority of standard courses – both in IT Productivity and Management & Soft Skills. Group sizes are limited to ensure optimum learning amongst delegates.

Passport Saving Plans

The advertised rates are on a per delegate basis, however if you have more than one attendee you may be entitled to a discount. To maximise your training budget why not email or contact one of our training consultants to see what rates/discounts may apply for your particular requirement.

Alternatively, if you have regular, ongoing training requirements, you may find one of our Training Passports of interest. Each is designed to provide our clients with significant benefits:
• Far better discounts
• Less administrative overhead
• Better control of your training schedules

Scheduled Training Passports
Enables you to pre-purchase training places on any of our standard scheduled courses.

Private Training Passports
Enables you to pre-purchase private training days against any of our standard courses.

Each of the above passports come with substantial discounts.

To maximise your training budget why not email or contact one of our training consultants who will be happy to provide you with the latest offers on any of our Training Passports. See what rates/discounts may apply for your particular requirement.

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