Customer care and telephone skills
Course
In London
Description
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Type
Course
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Location
London
This course will ensure you can listen well, establish customer needs and handle tricky situations - that is, give good customer service. You will know how to check your organisation is using its resources wisely and providing good value for money. There will be opportunities to develop your communications skills and focus on customer needs. Suitable for: The course is suitable for anyone who comes into contact with customers - either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills.
Facilities
Location
Start date
Start date
Reviews
Course programme
Course summary
Good customer care depends on staff acting with professionalism and self-confidence. This course will help new staff to practice good customer care and is an enjoyable refresher for more experienced front line staff.
Course outline
Good customer care is vital for your organisation's reputation. It also improves your job satisfaction. This course will help improve your skills in listening to clients, users, supporters and colleagues and understanding their needs so that you can provide what they really want, where and when they want it. Over the day you will cover:
- your 'customers'
- who they are
- how they see you
- what they want from you
- customer care and customer service - two sides of the same coin
- the values, vision and mission of your organisation - how customer service helps achieve all three
- the skills of providing good service in person and on the phone
- dealing with difficult customers and complaints
- telephone do's and don'ts
- anger management
- building relationships
- assertiveness
- personal presentation
- listening skills
- how to manage your time
Who is this course for?
The course is suitable for anyone who comes into contact with customers - either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills.
What will this course help me do: learning outcomes?
This course will ensure you can listen well, establish customer needs and handle tricky situations - that is, give good customer service. You will know how to check your organisation is using its resources wisely and providing good value for money. There will be opportunities to develop your communications skills and focus on customer needs.
Customer care and telephone skills