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Awkward Customers

in City Lit (England)

Classes Course

Place:

London

Price:

£995 + VAT Special offers 

Duration:

1 Day

Start:

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Course objectives:

Do awkward customers get you down? Do you get more than your fair share of them? The primary focus of this course will be to look at how to improve interpersonal skills in the customer-provider relationship and the expectations of both. You will look at how to prevent problems arising in the first place, and deal more assertively with awkward customers, share experiences and find solutions.

City Lit

City Lit's Employer Portfolio offers a programme of hand-picked courses, developed in line with demand from employers. The programme is designed to make the most of the wide range of expertise of City...

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Course details

Type Course Duration 1 Day
Method / place Contact course provider Classes in London where
Suitability This course is open to all.
Course objectives Do awkward customers get you down? Do you get more than your fair share of them? The primary focus of this course will be to look at how to improve interpersonal skills in the customer-provider relationship and the expectations of both. You will look at how to prevent problems arising in the first place, and deal more assertively with awkward customers, share experiences and find solutions.
Price £995 + VAT
Get direct information on how to enrol, venues and availability...

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Course programme

Awkward Customers
Awkward customers What will the course cover? (contents, themes, projects)
We're all customers here. Where and why?
In the customer's shoes: great and grotty experiences
Who are your customers, what do they want?
Customer rights and expectations
How well do YOU do?
Interpersonal skills: Assertiveness with the customer
Angry customer, distressed customer:
  • Handling emotions

  • When the customer swears!

  • Dealing with complaints

  • Problem-solving session
    Customer satisfaction: How does your organisation do?
    What do you need from your organisation?
    That little bit more, goes a very long way
    What can I expect to achieve?
    By the end of the course you should be able to:

  • Understand what customers expect from providers

  • Assess what I do well and what I can improve

  • Listen to complaints and respond constructively

  • Speak to and respond assertively to customers
    How will I be taught?
    Many practical, interactive exercises involving discussion, self-assessment, case studies, describing your experiences as customers and of customers, problem solving and role play Price: £895 for up to 10 delegates

    *Price: £995 for up to 10 delegates
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    On City Lit

    Provider description
    City Lit's Employer Portfolio offers a programme of hand-picked courses, developed in line with demand from employers. The programme is designed to make the most of the wide range of expertise of City Lit's professionally trained tutors and practitioners. Open courses - your staff can attend a session with employees from other organisations. Closed courses - you can request a course to run for your staff only. Bespoke courses - we can tailor-make a course to meet your specific training needs. Assessing your needs City Lit staff are happy to conduct an analysis of your training needs. We can help you decide if you require bespoke training or discuss the best way of delivering our existing programme to your employees, whether with an intensive short course or weekly sessions. Short workshops and taster sessions One to two hour versions of the courses in this guide are available if you want to try a subject out before arranging a full course, or if you find it difficult to release staff for a full day. In some subject areas, a short, intensive session can be enough for your staff to pick up the key skills they need.

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