Managing Customer Care
- 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
- Courses never cancelled .
- Restaurant lunch .
- Last minute rescheduling .
- 24 month delegate support forum .
- And more... .
Upcoming start dates
Choose between 48 start dates
Upcoming start dates
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 expectationsMeeting and exceeding expectations
Communicating with customers
First impressionsAmbassadors
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 approachAssertive techniques
How to deliver difficult messages
Conflict management top tips
Handling complaints
Best practice when dealing with complaintsReview and close
Action planningExpenses
List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.
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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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