Managing Customer Care

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
  

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

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.