Corporate Training for Teams

Managing Customer Care

STL, Nationwide
Length
1 day
Length
1 day
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Managing Customer Care

STL courses

  • 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

What to expect

  • 24 months post training support included .
  • Tailored and bespoke programme options .
  • Our experienced training and logistics team in the last 23 years have assisted 201,571 people .
  • Over 13,967 organisations trained .
  • We are rated 'Excellent' on Trustpilot and 98.8% of our customers recommend us .
  • Delivery UK wide and international (75+ countries delivered) .

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
Ambassadors
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

Expenses



Prices on application. Contact us for quote.

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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London

STL

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...

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