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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

STL virtual classroom training

We all have to accept our preferred face-to-face method just isn't an option right now. However, virtual classroom training that we have developed offers some benefits which can make it seem less of a compromise and more of a viable interim training solution. 

Our virtual classroom training is delivered by the same team responsible for achieving industry leading customer satisfaction ratings with face-to-face training, so rest assured you are in safe hands.

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 CareWhat is customer care?Some facts about customer careExercise: you are the customer!Understanding customer needs and expectationsImplicit and explicit expectationsMeeting and exceeding expectationsCommunicating with customersFirst impressionsAmbassadorsFace to face customer contactTelephone skills: customer service on the phoneEmails: top tipsAsking the right questionsListening skillsBuilding relationshipsThe assertive approachAssertive techniquesHow to deliver difficult messagesConflict management top tipsHandling complaintsBest practice when dealing with complaintsReview and closeAction planning


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

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Provider: STL

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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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