Customer Care - Developing a Care Culture

Cosensa Learning & Development Ltd
In Birmingham, Aberdeen (Scotland), Manchester and 7 other venues

£ 201-500
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Important information

Typology Training
Level Advanced
Start At 10 venues
Duration 1 Day
Description

The aim of this course is to enable delegates to create and maintain a positive and informed culture of customer care within their organisation. The overall goal is to maximise the customers' experience to encourage them to return and others to do the same. The cost of attracting new customers continually increases; yet an existing loyal customer offers enormous lifetime value.

This programme provides a structure for dealing with customers across all aspects of the relationship. It is based upon an understanding from the customer's point of view and demonstrates the skills necessary for effective communication and the ability to manage customers' heightened demands and expectations.

Suitable for managers and staff of organisations of any size who have a customer facing role. All delegates who successfully complete this course will receive a certificate of attendance.

The trainer for this course has extensive experience in design and delivery of customer care training. The trainer has been successfully delivering training to both public and private sector organisations for over twelve years and most recently held a senior management training role responsible for the delivery of sales and customer care training throughout the UK offices of a well known and highly regarded financial services company.

Important information Venues

Where and when

Starts Location
On request
Aberdeen
Aberdeenshire, Scotland
On request
Belfast
County Down, Northern Ireland
On request
Birmingham
Warwickshire, England
On request
Bristol
Avon, England
On request
Edinburgh
Midlothian/Edinburghshire, Scotland
See all (10)
Starts On request
Location
Aberdeen
Aberdeenshire, Scotland
Starts On request
Location
Belfast
County Down, Northern Ireland
Starts On request
Location
Birmingham
Warwickshire, England
Starts On request
Location
Bristol
Avon, England
Starts On request
Location
Edinburgh
Midlothian/Edinburghshire, Scotland
Starts On request
Location
Glasgow
Glasgow, Scotland
Starts On request
Location
Inverness
Highlands and Islands, Scotland
Starts On request
Location
London
London, England
See map
Starts On request
Location
Manchester
Greater Manchester, England
Starts On request
Location
Newcastle-Upon-Tyne
Tyne and Wear, England

What you'll learn on the course

Identifying types of customers
Phone Etiquette
Lifetime Value
Building Relationships
Designing Procedure
Handling Complaints
Non-verbal Communication
7 types of difficult people
Coping Strategies
Being Professional

Teachers and trainers (1)

Simon Marshall
Simon Marshall
Senior Consultant

Course programme

Course Content:

By the end of this course each delegate will be able to:

- Identify the different kinds of customer
- Establish why poor customer care happens
- Describe customer likes and dislikes
- Grasp the importance of the lifetime value of each customer
- Build sound relationships with customers
- Handle customer enquiries professionally
- Design a procedure for handling customer complaints positively
- Be assertive with their customers
- Describe the importance of non-verbal communication
- Recognise the seven types of difficult people
- Develop a coping strategy for dealing with difficult customers

Achievements for this centre

Additional information

Payment options: Prices start from £345+VAT per delegate. Please note multiple Booking Discounts are available when you book 2 or more delegates onto this course.
These work out as follows: -
2 delegates = 10% discount3 delegates = 15% discount4 delegates = 20% discount5 delegates = 25% discount6 delegates or more = 30% discount (maximum discount available)

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