Calming the Storm - Difficult Customer Resolutions
Course
In Sketty
Description
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Type
Course
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Location
Sketty (Wales)
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Start date
Different dates available
Course Overview:
This course is aimed at individuals of all levels who deal with customers in their job role. The individuals can include front line staff, managers and supervisors.
In every organisation, it is inevitable that at some stage a customer problem can occur. It is not always the problem that the customer will remember but it is how the problem was dealt with that will always be recalled. Effective and efficient service recovery will often determine whether that customer remains loyal to your organisation, or chooses to use a competitor. This course aims to examine effective ways to improve customer relations through problem solving.
By the end of the course, delegates will be able to:
Identify specific customer problems
Suggest effective methods to solve problems
Identify who they can ask for help
Recognise good and bad problem solving techniques
Recognise effects of poor service recovery
Identify ways to improve service recovery based on customer feedback
Facilities
Location
Start date
Start date
About this course
Progression Opportunities:
NVQ in Customer Service (depending on job role/activities) plus a selection of one day customer service and communication workshops are available, including:
Dealing with customers
Successful Customer Service through dynamic team performance
Understanding and delivering customer service
Improve customer relations through effective communication
Entry Requirements:
No formal qualifications are required to allow entry onto this course.
Reviews
Subjects
- Problem Solving
Course programme
Course Delivery:
The course is delivered on a BESPOKE basis only to organisations and requires a group booking of approximately 8 learners or more, for a fee of £75 pp vat exempt .
(Delivery can be at the college or your own premises)
The course is delivered using a mix of activities and group discussions. Activities will include identifying your organisations products and/or services, and advising on their features and benefits.
Additional information
Calming the Storm - Difficult Customer Resolutions