- Develop a ‘customer-led’ approach to business by improving customer satisfaction, improving staff’s attitudes and developing their technique in handling customer complaints positively and assertively. Learn how to project the right impression and enhance the
What to expect
- 24 months post training support included.
- Tailored and bespoke programme options.
- Our experienced training and logistics team in the last 22 years have assisted 182,128 people.
- Over 13,891 organisations trained.
- We are rated 'Excellent' on Trustpilot and 98.9% of our customers recommend us.
- Delivery UK wide and international (75+ countries delivered).
Suitability - Who should attend?
Every person in your organisation could benefit from this course: this course is designed for all who communicate with customers and colleagues, either on a face-to-face basis, or on the telephone.
You may also wish to consider one of our emotional intelligence courses UK.
Training Course Content
The Successful Customer-Led CompanyA culture of care - the policies, methodology and results achieved by organisations that have adopted this specific ‘culture’
Working CohesivelyChanging attitudes
‘Ownership’ of difficulties.
Your Obligation to the CustomerStriving for complete customer satisfaction
problem solving – root cause analysis
how to implement the plan
CommunicationTelephone voice and manner
how to deal with enquiries
how to avoid problems and ensure customer satisfaction
how to ensure that the relationship with the customer is positive
How to Project the Right ImageHow to instigate and maintain a professional customer-led image
The first impression
Appearance, attitude and approach
The need to establish rapport
The importance of listening and two way communication
Enhancing the reputation of the organisation
Dealing with Challenging CustomersDealing with complaints effectively
taking responsibility for the customer
complaints received by telephone
Prices on application. Contact us for quote.
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Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...