Course description
Advanced Customer Service Management
Upcoming start dates
Suitability - Who should attend?
Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:
- Managers and customer-facing employees wishing to raise their organisation’s level of service
- Front-line teams who respond to verbal and written service enquiries and complaints
- Employees in the service sector and public utilities
- Supervisors and service team members
- Marketing executives
Outcome / Qualification etc.
By the end of the course participants will be able to:
- Communicate more effectively and positively with customers
- Create good first impressions and build trust levels
- Meet high standards of response and resolution
- Develop their own personal toolkit to lift service levels
- Improve first contact resolution pro-actively identifying complaints and fixing them
- Turn around entrenched, emotionally charged and dissatisfied customers
- Analyse complaints and recognize patterns to avoid them in the future
Training Course Content
Week 1:
- An Introduction to Customer Service
- Essential Customer Service Communication Skills
- Dealing with stress and calming upset customers
- Maintaining a positive and customer-friendly attitude
- Development of a toolkit to build stronger and long-lasting customer relationships
Week 2:
- Main components of a Complaints Management Process
- What Customers Look for When They Complain
- People Issues
- Skills and Behaviours Needed for Dealing with Complaints
- Learning from Complaints
Why choose LCT International
We have trained over 25,000 delegates from almost 500 client organisations
Highly qualified and experienced trainers who offer a unique learning experience tailored to you
Endorsed by various organisational and subject specific accrediting bodies
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LCT International - High value, high impact training programmes delivered globally to teams and individuals For almost 30 years we have delivered tangible improvements to organisations by enabling their leaders, managers and professionals to reach their full potential through transformational...