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Managing Customer Care
Face to face / Virtual closed & onsite training. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
What does customer care mean to your organisation?
This 1-day course addresses how to ensure that customers have a positive image of your organisation, and how this image can be sustained and developed. The course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide an excellent standard of customer care. This results in customers being treated properly by staff who understand the importance of their role, and how to fulfil it, so as to maximise the benefit to the company.
This 1-day course addresses how to ensure that customers have a positive image of your organisation, and how this image can be sustained and developed. The course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide an excellent standard of customer care. This results in customers being treated properly by staff who understand the importance of their role, and how to fulfil it, so as to maximise the benefit to the company.
Syllabus
Who is this course for?
Anyone who comes into direct contact with customers, either face to face, on the phone or via email, or who manages people who do.
Objectives
- Understand the importance of every single interaction with a customer
- Deal with customers confidently, professionally and with warmth
- Understand the impact you can have on the person you are speaking to
- Understand how to relate to people effectively, either face to face, on the phone or via email
- Turn complaints into opportunities
- Deal with difficult customer interactions confidently and positively
Course Syllabus
Understanding Customer Care
What is customer care?
Some facts about customer care
Exercise: you are the customer!
Understanding customer needs and expectations
Implicit and explicit expectations
Meeting and exceeding expectations
Communicating with customers
First impressions
Ambassadors
Face to face customer contact
Telephone skills: customer service on the phone
Emails: top tips
Asking the right questions
Listening skills
Building relationships
The assertive approach
Assertive techniques
How to deliver difficult messages
Conflict management top tips
Handling complaints
Best practice when dealing with complaints
Review & close
Action planning
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Virtual training
Regular breaks throughout the day.
Learning tools
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
Training formats available
|
Get On-site/Closed quote
Sales & Customer Service Training range
- All courses
- Professional & Management training
- Sales & Customer Service Training
- Customer Service Excellence
- Excellent Account Management
- Fundamentals of Selling
- Introduction to Successful Selling
- Selling Skills (2 days)
- Customer Relationship Management
- Customer Care
- Sales Effectiveness
- Introduction to Sales Negotiation
- Advanced Sales Negotiation
- Advanced Successful Selling
- The Business of Hospitality
- Intuitive sales Skills
- Closing the Sale
- Influence and Persuasion Skills
- Dealing with Complaints and Aggression
- Customer Care for the Receptionist
- Maximising Sales on the Phone
- Writing Sales Proposals
- Introduction to Marketing
- Communication Skills for High Pressure Teams
- Managing Customer Care
- Powerful Sales Presentations
- Sales & Customer Service Training
- Professional & Management training
ILM Endorsed Courses
Excellent
Royal College of Physicians
HR & Learning
Magda M
Customer Service Excellence
STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality.
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