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Customer Care

in Phoenix Training (England)

Classes Workshop

Place:

London

Price:

£1,850 + VAT Special offers 

Duration:

1 Day

Start:

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Course objectives:

Everyone within an organisation has the ability to make a positive impact on customer relations. This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints.

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Course details

Type Workshop Duration 1 Day
Method / place Contact course provider Inhouse / Classes in London where
Suitability Suitable for: anyone at any level whose job involves customer contact.
Course objectives Everyone within an organisation has the ability to make a positive impact on customer relations. This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints.
Price £1,850 + VAT
Price details
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Course programme

Customer Care
Course Objective: everyone within an organisation has the ability to make a positive impact on customer relations.  This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints.
 
Practical exercises and case-studies are used at every stage to increase confidence and to ensure that techniques can be easily applied back in the work environment.

 Course Elements
  • Understanding effective communication
  • The concept of ‘ownership’, and the importance of mindset
  •  Why the initial contact is so crucial
  •  Gaining trust, and making the customer feel valued
  •  The importance of listening
  • Understanding customer types – assessing their varying requirements
  •  Why do customers complain?
  • Dealing with difficult people – how important it is to control emotions
  • Questioning techniques – getting to the root of the problem
  •  Delivering clear explanations
  • Responding positively to problems – turning negatives into positives and gaining the customer’s support
  •  How to say no where necessary, without antagonising the customer
  •  Practical exercises and analysis throughout the day, with particular emphasis on role-plays in the second half of the workshop
     
    Except in the case of Open Courses, all Phoenix workshops are tailored on demand, which means that we will develop the final agenda with you to deliver exactly the training you want, at the level you need, within the timeframe you decide.
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    Venues and dates



    Where London, The Leathermarket, Weston Street
    When Start: Ask the course provider
     
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    On Phoenix Training

    Provider description
    Specialists in Sales, Management, Communication & Team Development, Phoenix have over twenty key consultants, encompassing a broad spectrum of backgrounds, skills and experience. Their expertise, combined with our own dedication to delivering bespoke training has allowed us to work in many different industries; current clients include HSBC, Transport for London, Informa, Deloitte, Experian Marketing Services and Swinton Colonnade. Since our launch in 1995, Phoenix Training and Development have successfully designed and delivered training courses and development programmes for over 10,000 participants.
    Advantages of studying with Phoenix Training
    • Unparalleled personal service, combined with a range of resources which enables us to be greatly flexible in meeting your needs. • Solution-centred training and coaching. We place great importance on training in small groups, and on interactive methods making extensive use of practical exercises and role-plays. • A recognition of the ongoing nature of development. We have considerable experience of building progressive programmes, in which skills are built from one training event to the next. • An emphasis on excellent communication with clients. This includes both written and verbal reporting to managers and delegates alike, plus unlimited support beyond each training day. • Genuine training partnerships. Our most successful relationships are built on Phoenix developing a role with the company which enables you to use us for providing tailored training interventions from an involved and informed perspective.
    Course provider history
    Established since 1995 - 13 years of delivering flexible, interactive and results based training
    Specialises in
    Sales, Management, Team & Communication Specialists – 90% of what we have delivered so far this year has centred around these four disciplines

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    Words related to the courses viewed: customer service customer care

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