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Managing Customer Care

Course summary
1 day
Corporate Training for Teams
STL courses

Managing Customer Care

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... Understand the importance of every single interaction with a customer
Deal with customers confidently, professionally and with warmth
Understand the impact you can have on the person you are speaking to
Understand how to relate to people effectively, either face to face, on the phone or via email
Turn complaints into opportunities
Deal with difficult customer interactions confidently and positively

Suitability - Who should attend?

Anyone who comes into direct contact with customers, either face to face, on the phone or via email, or who manages people who do.

Training Course Content

Understanding Customer Care

What is customer care?
Some facts about customer care
Exercise: you are the customer!

Understanding customer needs and expectations

Implicit and explicit expectations
Meeting and exceeding expectations

Communicating with customers

First impressions
Face to face customer contact
Telephone skills: customer service on the phone
Emails: top tips
Asking the right questions
Listening skills

Building relationships

The assertive approach
Assertive techniques
How to deliver difficult messages
Conflict management top tips

Handling complaints

Best practice when dealing with complaints

Review and close

Action planning


Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

STL - Microsoft Training

STL - Helping businesses deliver productivity and efficiency gains

Learning solutions from leadership and management training programmes to business intelligence and applications training. London based with a global reach....

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Contact information for STL


Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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