Customer Care
Training
In Newcastle Upon Tyne
Description
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Type
Training
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Level
Intermediate
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Location
Newcastle upon tyne
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Duration
1 Day
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Start date
Different dates available
Improve and master your customer services skills. This workshop looks at all types of customers and how we can serve them better and improve ourselves in the process.
Important information
Documents
- Course content
Facilities
Location
Start date
Start date
About this course
Learn how to identify and address your customer needs and generate return business.
This course is intended for individuals who have no previous experience in customer care or wish to improve their current skills.
No prior experience is required for this course.
Certificate of participation can be obtained if required.
On receiving your request we will contact you to explain course content, including course dates and payment options.
Reviews
Subjects
- Customer Care
- Customer Service
- Personal Development
- Personal and Management Development
- Communication Training
- Return Business
- Electronic Customer Service
- Phone Customer Service
- Difficult Customers
- Customers
Teachers and trainers (1)
Chris Edmondson
IT Trainer
Course programme
1 Getting Started
· Icebreaker
· Ground rules
· The parking lot
· Workshop objectives
· Action plans and evaluation forms
2 Who We Are and What We Do
· Who Are Customers? (internal/external)
· What is Customer Service?
· Who Are Customer Service Providers?
3 Establishing Your Attitude
· Appearance Counts!
(even if not in person)
· The Power of a Smile
· Staying Energized
· Staying Positive
4 Identifying and Addressing Their Needs
· Understanding the Customer’s Problem
· Staying Outside the Box
(not jumping to conclusions)
· Maintaining Schedules
· Meeting Basic Needs
· Going the Extra Mile
5 Generating Return Business
· Following Up
· Addressing Complaints
· Turning Difficult Customers Around
6 In- Person Customer Service
· Dealing With At-Your-Desk Requests
· The Advantages and Disadvantages of In-Person Communication
· Using Body Language to Your Advantage
7 Giving Customer Service over the Phone
· The Advantages and Disadvantages of Telephone Communication
· Telephone Etiquette
· Tips and Tricks
8 Providing Electronic Customer Service
· The Advantages and Disadvantages of Electronic Communication
· Understanding Netiquette
· Tips and Tricks
· Examples: Chat or e-mail
9 Recovering Difficult Customers
· De-Escalating Anger
· Establishing Common Ground
· Setting Your Limits
· Managing Your Own Emotions
10 Understanding When To Escalate
· Dealing With Vulgarity
· Coping With Insults
· Dealing with a Legal and Physical Threats
11 Wrapping Up
· Words from the Wise
· Review of Parking Lot
· Lessons Learned
· Completion of Action Plans and Evaluations
Customer Care