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Managing Customer Care
Managing Customer CareFace to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
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
Prices & Dates
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
Online 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
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Testimonials
Summary
SAUL Trustee Company
Keeley Andrews,
Senior Payroll Technician
It was all perfect
Managing Customer Care
SAUL Trustee Company
Evelyn Owusu-Nyarko,
Data Administrator
Tony was interactive and engaging, provided us with so much helpful information
Managing Customer Care
SAUL Trustee Company
Keeley Andrews,
Senior Payroll Technician
It was all perfect
Managing Customer Care
Buy now Public schedule Live
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
- Customer Complaint Handling
- Professional Receptionist Training Course
- Successful Sales Closing
- Profitable Sales through Effective Planning & Prioritisation
- Sales Training for Non-Sales Professionals
- Key Account Development
- Delivering Customer Satisfaction Assertively
- Effective Writing for Sales and Marketing Collateral
- Unlocking Business Potential with Customer Profiling
- Sales Leadership Training: Empower Your Sales Team for Success
- Boosting Sales Through Time Management Skills
- Mastering Customer Interactions: Excellence in Email and Telephone Communication
- Mastering the Art of Closing Incoming Calls
- Profit-Driven Sales & Cash Flow Strategies Training Course
- Sales & Customer Service Training
- Professional & Management training
- ILM Endorsed Courses
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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Training manual sample
Below are some extracts from our Managing Customer Care manual.
Things to remember when dealing with customer interactions successfully:
1) Understand the Customers needs and wants.
These will differ depending on the scenario;
· The Angry Customer
· Customer with Unrealistic Demands
· Confused Customer
· Complaint About Service Quality
Later on in the course, we will do exercises to practise our skills at dealing with each scenario.
2) Maintain a Positive Attitude
· Stay Calm. Keep your emotions in check, even if the customer is upset. Take deep breaths and remain composed.
· Empathy. Show understanding and concern for the customer’s issue and understand their journey. You do not have to agree, but you can understand that they are upset and how they came to be so. Empathy helps in building a connection for moving forward and diffusing anger.
· Patience. Be patient and give the customer time to express their concerns. Use Active Listening to avoid interrupting. Work to the customers timescale, as they may need time to process information or processes.
3) Use Active Listening
· Pay close attention to what the customer is saying. Avoid distractions and concentrate on their words to fully understand the deeper meaning of what is being said.
· Show that you are genuinely listening by using non-verbal facial gestures and verbal cues like “I see” or “I understand,” and paraphrasing key points back to them.
· Ask questions to ensure you fully understand the issue. Clarification shows you are engaged and helps in addressing the problem accurately.
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