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- 2 days Instructor-led workshop
Who is this course for?
Every person in your organisation could benefit from this course: this course is designed for all who communicate with customers and colleagues, either on a face-to-face basis, or on the telephone.
Develop a ‘customer-led’ approach to business by improving customer satisfaction, improving staff’s attitudes and developing their technique in handling customer complaints positively and assertively. Learn how to project the right impression and enhance the
The Successful Customer-Led Company
A culture of care - the policies, methodology and results achieved by organisations that have adopted this specific ‘culture’
‘Ownership’ of difficulties.
Your Obligation to the Customer
Striving for complete customer satisfaction
problem solving – root cause analysis
how to implement the plan
Telephone voice and manner
how to deal with enquiries
how to avoid problems and ensure customer satisfaction
how to ensure that the relationship with the customer is positive
How to Project the Right Image
How to instigate and maintain a professional customer-led image
The first impression
Appearance, attitude and approach
The need to establish rapport
The importance of listening and two way communication
Enhancing the reputation of the organisation
Dealing with Challenging Customers
Dealing with complaints effectively
taking responsibility for the customer
complaints received by telephone
What you get
Training is held in our modern, comfortable, air-conditioned suites
"What do I get on the day?"
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water