Customer Care -
Course Type
Scheduled:| Date | Location | Duration | Cost |
| 26 Jun 2012 (Tue) | Durham | 1 | £ 255 |
| 16 Oct 2012 (Tue) | Durham | 1 | £ 255 |
| All prices exclude VAT | |||
Private
: | This outline is available as a private course. Please contact us to arrange this course at a venue and date of your choice. |
Private courses can be held at your site or one of our training venues, and can be customised to fit your requirements.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
Course Overview
Good customer care depends on the attitudes and skills of the individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.
Objectives
- Have an understanding of rapport, the customer's thinking and some of the differences between different customers. Delegates will also be able to embrace complaints and deal with difficult customers.
Delegates will be able to:
Course Content
Introduction
- The need for customer care and what it is
What's in it for you?
Customer satisfaction verses customer loyalty
Who are our customers?
Projecting a Professional and Competent Image
- Communicating effectively in all situations
Verbal and non-verbal communication
Understanding Different Personalities
- What is your personal style? - a self assessment
Recognising other's styles
Communicating with other styles
Understanding Customer Needs
- Effective listening
Questioning techniques
Probing
Summarising the conversation
Handling Complaints
- We need complaints
Ownership of complaints and problems
You don't always have to say 'sorry'
The right way to say 'No'
Working with your customers, not against them
Simple methods of dealing with complaints
Tough Customers
- Staying cool under pressure
Dealing with conflict
Training Options
- Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
- Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
What's Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
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