Advanced Customer Care

Course

In Sandbach

Price on request

Description

  • Type

    Workshop

  • Level

    Advanced

  • Location

    Sandbach

  • Duration

    2 Days

Gain extensive personal benefit from making - and receiving - calls but in a safe and supportive environment. At the end of the workshop attendees should be in possession of vastly superior techniques and skills aimed at improving levels of competence and confidence when dealing with customers - in particular, customers who can sometimes be angry, abusive, challenging and awkward. Suitable for: Those whose daily role concerns ongoing intensive telephone (and personal) contact, with both trade and internal customers.

Facilities

Location

Start date

Sandbach (Cheshire)
See map
Po Box 64, CW11 1QA

Start date

On request

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Course programme

Our prime motive is to provide an opportunity for your people or Customer Care Team to achieve improved levels of professional performance, through taking on board new skills and techniques from our carefully tailored and managed workshop sessions and feedback process.

CONTENTS

Day One

Introduction and Objectives

  • Introduction and 'Icebreaker'.
  • An opportunity to share your current level of experience and knowledge regarding CUSTOMER CARE and to look at key individual objectives from this training course.
  • Course objectives outlined and individual expectations explored further.
    Interactive Session
  • Who are your customers?
    Compile lists of your customers: External and Internal.

What is 'Customer Service'?

  • Reflecting on the effect of good, bad and indifferent levels of Customer Service to your organisation? - first impressions - knowledge - assistance.
    Interactive Session
  • Dealing with Customer Enquiries - Things NOT to do - things TO do.
  • Customer Complaints - What should you do? - what happens when complaints are not dealt with satisfactorily/effectively.
  • Ownership - responsibilities - empowerment.
  • YOUR CUSTOMER - Action - Approach - Analysis.
  • Attendees to provide an example of a problem or difficult situation they could have handled better.
    Workshop - basis of later Role Plays

Dealing with Emotions

  • Soothing emotions - upset - angry - handling abuse - staying cool and controlling your own emotional reactions.
  • Controlling the discussion - handling conflict, arguments and aggression- dealing with difficult customers.
    Workshop and Exercise

Using the Telephone

  • Telephone Manner - attitude - mindset - expectations.
  • Answering the telephone - do's and don'ts - smiling/tone/manner.
    Workshop
  • How helpful are you?
    Exercise
  • Closing an effective telephone call.
    Exercise
  • Taking responsibility - making sure it happens.

Communication

Recognising that you cannot know how to communicate effectively if you also don't know how to listen!

  • Relationships with your 'customers' internal and external.
  • Effective communication skills - what works and what doesn't.
    Keeping your customer, and others, informed.
  • Listening skills - Highlighting the need for effective listening skills.
    Group Exercise followed by Interactive discussion

The Six Vital Rules of Customer Care

  • Putting yourself in the Customers place - treating Customers how you would like to be treated.
  • Recap on 'The Rules'.
  • Personal action plan.
  • Understanding Company Policy - "if we don't look after our customers, someone else will".

Closing Session

  • Candidates are asked to give feedback on the course and content.
  • Recap over individual hopes and expectations of the day and of the entire programme.
  • Personal ACTION PLANS! The way forward.
  • Prepare for Day Two.

Day Two

Introduction and Objectives

  • Question Time - selling the soul...
  • Individual Objectives Discussed.
  • Course Objectives Outlined - SWIMMING POOL analogy.

In At The DEEP END

  • Individuals to deal with a given customer situation (ALL ROLE-PLAY SCENARIOS TO BE TAPED).
  • Scenarios '1'.
  • Group review and analysis of taped scenarios.

Self Analysis

  • Bad i.e. difficult experiences shared and discussed.
  • Competence Matrix - what is needed for excellence In performance - attitide, motivation, knowledge, skills etc.
  • Individuals to complete a self honesty audit.
    SWOT Analysis. (Strengths, Weaknesses, Opportunities and Threats)

The Successful Call

  • The basic model.
  • Role play Scenarios '2'.

Team (Group) Analysis

  • Team Audit.
  • What works - best approach - key features - 'rules'.
  • Practice makes perfect - future audits - the Team approach.

Closing Session

  • Analysis and assessment of performance.
  • Final review and discussion by trainer(s) - feedback and learning.
  • Completion of action plans and 'mentor' agreements.
  • Letters to Self.

Advanced Customer Care

Price on request