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Contact us online or call us on 0191 377 8377

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Course Customer Care
  • Public Scheduled Price£255 +VAT
  • Course Duration1 Day
  • Course Options
    Public Scheduled
    Public Scheduled
    Fixed 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!
    Private
    Private
    Flexible 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.
    Bespoke
    Bespoke
    Bespoke 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.
Overview
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.
Objectives
    • 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
    • Lunch and refreshments when training is delivered at our training venues
    • Comprehensive course materials 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

 

 

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk

Printed: 20 Mar 19

 

 

 

Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields