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
Face to face customer contact
Telephone skills: customer service on the phone
Emails: top tips
Asking the right questions
The assertive approach
How to deliver difficult messages
Conflict management top tips
Best practice when dealing with complaints
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Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.
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