Customer Service Challenges
Short course
In Exeter
Description
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Type
Short course
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Location
Exeter
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Duration
1 Day
Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to: Understand why customers complain - complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.*Use a systematic 6 step process to resolve complaints.*Understand Parent, Adult and Child behaviours - recognising those behaviours in Customers and controlling their own responses to keep interactions adult and productive.*Manage an angry customer. Suitable for: The audience for this course is anyone who deals with customers on a daily basis, face to face or on the phone.
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Start date
Start date
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Course programme
Customer Service Challenges
Description: Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:*Understand why customers complain - complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.*Use a systematic 6 step process to resolve complaints.*Understand Parent, Adult and Child behaviours - recognising those behaviours in Customers and controlling their own responses to keep interactions adult and productive.*Manage an angry customer*Understand why a customer might be shy.*Help an undecided customer come to a decision.*Deal with rude customers*Educate an uninformed customer and create additional customer loyalty in the process.*Deal with a customer who isn't right, but who is a customer, and who - with skill - will still be one in the future.
Suitable for: The audience for this course is anyone who deals with customers on a daily basis, face to face or on the phone.
Customer Service Challenges