Customer Care Training
Days
Hours
Minutes
Seconds
From
March 29, 2021 09:30
until
March 29, 2021 17:00
| Booking Type | Course Price (ex VAT) | Max No of Delegates | Places Remaining |
|---|---|---|---|
| Delegate Rate | £120.00 | 12 | 12 |
Max number of delegates: 12
Duration: 1 Day
Length of certification: 3 Years
Accreditation: Certificated
Who should attend?
This course is designed for any employees that are required to interact with customers and colleagues whilst carrying out their duties to provide a first-class customer experience.
Aim
To provide delegates with a thorough understanding of how to provide excellent customer service to external customers and colleagues within their organisation.
Attendees will achieve a clear understanding of how various factors can influence the customer journey and internal relationships.
Content
- Describe how beliefs and respect can drive behaviour
- Make the link between internal and external customers
- List the benefits of customer service excellence
- Understand the customer journey
- Explain the difference between responding and reacting to a customer
- Differentiate between passive, aggressive and assertive behaviour
- Use communication skills to deliver customer service excellence
- Common causes of customer complaints
- How to deal with complaints
- Recognise a structured approach to phone calls and email communications
- Maximising customer engagement
- Time management
- Recognise the change process and employ practical tips to develop their own performance
Training Methods
A high proportion of classroom-based tutorials concluding with role play based training and assessments.