Achieving Excellence In Customer Care
-
People were great, so was the mission, they couldn't enjoy more, their work is extremely gratifying.
← | →
-
They offered amazing programs and professional support offered was great. I enjoyed my time in all.
← | →
-
They offered great benefits and overall a great experience. I enjoyed my time and people were truly helpful.
← | →
Course
In London
Description
-
Type
Course
-
Location
London
-
Duration
2 Days
On completion of this programme, you will be able to: Understand the impact that each of us has on the customer and the organisation. -Explore the meaning and importance of customer care and identify your customers. -Recognise our role in managing customer expectations and taking ownership. -Use a range of reliable techniques for customer management. Suitable for: his programme is if you if you need to increase your awareness of customer relationship building, and understand its importance to the organisation. You will also learn some simple, reliable and effective coping strategies and techniques for dealing with difficult and challenging people.
Facilities
Location
Start date
Start date
Reviews
-
People were great, so was the mission, they couldn't enjoy more, their work is extremely gratifying.
← | →
-
They offered amazing programs and professional support offered was great. I enjoyed my time in all.
← | →
-
They offered great benefits and overall a great experience. I enjoyed my time and people were truly helpful.
← | →
Course rating
Recommended
Centre rating
Student reviewer
Student reviewer
Maria Harper
Student reviewer
Course programme
On completion of this programme, you will be able to:
-Understand the impact that each of us has on the customer and the organisation
-Explore the meaning and importance of customer care and identify your customers
-Recognise our role in managing customer expectations and taking ownership
-Use a range of simple and reliable techniques for managing challenging people
-Consider methods of expressing yourself positively and communicating with confidence
-Appreciate the impact of language - verbal and non-verbal - and how to use it for maximum effect
-Examine methods of building rapport and changing attitude and perception through communication tools
-Assess the various methods of communication and when to apply them
Course content:
Managing customer expectations
-Who are our customers and what do they expect?
-How customer perceptions are formed
Customer care and the development of our business
-What is customer care?
-Appreciating each other's roles
-Winning customer loyalty
-What is the benefit to me?
Barriers to communication
-When and how things go wrong
-Taking ownership
Positive attitude
-Proactive versus reactive behaviour
-How we affect others
-Attitude and perspectiveUsing our powerful communication tools
-Voice control
-Body language
-Effective listening
-First impressions
-The impact of language
-Communication methods
-Building rapport
Planning telephone calls
-Maximising your time
-Direction and goals
-Maintaining control
Handling challenging situations and people
-All people are different
-Our reaction, our choice
-Assertive or aggressive - what's the difference?
-Coping strategies for positive outcomes
-Personal action plan
Review of Programme
Other Recommended Programmes
-The Power of Influence
-Coping with Aggression and Dealing with Conflict
Achieving Excellence In Customer Care