Customer Care -
| Date |
Location |
Duration |
Cost |
| 03 Dec 2010 (Fri) | Washington | 1 | £ 245 |
| 05 Apr 2011 (Tue) | Washington | 1 | £ 245 |
| 22 Jul 2011 (Fri) | Washington | 1 | £ 245 |
Please contact us to discuss private course dates and locations |
Course Overview
Good customer care depends on the attitudes and skills of the individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.
Objectives
Training Options
- Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
- Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
What's Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
Course Content
Introduction
The need for customer care and what it is
What's in it for you?
Customer satisfaction verses customer loyalty
Who are our customers?
Projecting a Professional and Competent Image
Communicating effectively in all situations
Verbal and non-verbal communication
Understanding Different Personalities
What is your personal style? - a self assessment
Recognising other's styles
Communicating with other styles
Understanding Customer Needs
Effective listening
Questioning techniques
Probing
Summarising the conversation
Handling Complaints
We need complaints
Ownership of complaints and problems
You don't always have to say 'sorry'
The right way to say 'No'
Working with your customers, not against them
Simple methods of dealing with complaints
Tough Customers
Staying cool under pressure
Dealing with conflict
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