Course
Customer Care
Course Duration
1 Day
Good customer care depends on the attitudes and skills of each 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.
Public Scheduled Dates
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Public scheduled prices per delegate +VAT
This course is available as a private event. A private event can be held at one of our venues, your location, or somewhere else if you prefer.
Objectives
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- Have an understanding of rapport, the customer's thinking and some of the differences between different customers. Delegates will also be able to embrace complaints and deal with difficult customers.
What's included
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
Course Content
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IntroductionThe 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 ImageCommunicating effectively in all situations
Verbal and non-verbal communication -
Understanding Different PersonalitiesWhat is your personal style? - a self-assessment
Recognising other's styles
Communicating with other styles -
Understanding Customer NeedsEffective listening
Questioning techniques
Probing
Summarising the conversation -
Handling ComplaintsWe 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 CustomersStaying cool under pressure
Dealing with conflict
"The full course was interesting and valuable "
J.A. Cirrus Environmental Soultions Ltd, Customer Care
Following this training what are you going to do differently
"Think about how I engage with my customers and build relationships "
J.A. Cirrus Environmental Soultions Ltd, Customer Care
Which part of the course did you find particularly valuable
"Discussion around dealing with complaints "
R.B. Cirrus Environmental Soultions Ltd, Customer Care
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Learn with IT Training Solutions. Small class sizes. Course materials included. Flexible course content. Expert trainers and tried & tested training methods. Course materials available online using your personal training account.
Please contact us to book a place or request a quote for your course.
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Course Options
Please contact us to discuss options for this coursePublic ScheduledPublic ScheduledFixed content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!PrivatePrivateFlexible content, flexible date, flexible location, variable length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.BespokeBespokeBespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.VirtualVirtualThese courses can be attended from anywhere.
- Virtual Training
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:4/24/2024 6:55:33 AM
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:4/24/2024 6:55:33 AM