Customer Care

IT Training Solutions Limited

Course

Inhouse

Price on request

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Description

  • Type

    Course

  • Methodology

    Inhouse

Good customer care depends on the attitudes and skills of the individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.

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Course programme

Course Overview

Good customer care depends on the attitudes and skills of the individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.


Objectives


    Delegates will be able to :
  • Have an understanding of rapport, the customer's thinking and some of the differences between different customers. Delegates will also be able to embrace complaints and deal with difficult customers.
Training Options
  • Bespoke course (a course written to your specific needs) at your company office throughout the UK, at our training venue or at an independent location, convenient to you
  • Private course at your company office throughout the UK, at our training room or at an independent location, convenient to you
Whats Included
  • Lunch (When at our training venue)
  • Refreshments (When at our training venue)
  • Relaxed refreshment area at our training room
  • Comprehensive colour course manual and exercises
Course Content
Introduction
  • The need for customer care and what it is
  • What's in it for you?
  • Customer satisfaction verses customer loyalty
  • Who are our customers?
Projecting a Professional and Competent Image
  • Communicating effectively in all situations
  • Verbal and non-verbal communication
Understanding Different Personalities
  • What is your personal style? - a self assessment
  • Recognising other's styles
  • Communicating with other styles
Understanding Customer Needs
  • Effective listening
  • Questioning techniques
  • Probing
  • Summarising the conversation
Handling Complaints
  • We need complaints
  • Ownership of complaints and problems
  • You don't always have to say 'sorry'
  • The right way to say 'No'
  • Working with your customers, not against them
  • Simple methods of dealing with complaints
Tough Customers
  • Staying cool under pressure
  • Dealing with conflict

See related categories

Customer Care

Price on request

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