Customer Care - Virtual Training
Short course
Online
Description
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Type
Short course
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Level
Intermediate
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Methodology
Online
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Duration
Flexible
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Start date
Different dates available
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Online campus
Yes
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Delivery of study materials
Yes
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Support service
Yes
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Virtual classes
Yes
This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.
Facilities
Location
Start date
Start date
About this course
How to handle objections
Understand the importance of customer care in a sales environment
How to handle complaints in a positive way
How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 13 years
Subjects
- Customer Care
- Coffee
- Companies
- Experience
- Relationships
- Impressions
- Telephone
- Objections
- Writing
- Complaints
Course programme
09:30 - 10:00 Coffee & Introduction
10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service and to make sure they do not treat their customers in the same way.)
10:30 - 11:15 Customer Care (Ways of improving relationships with customers)
11:15 - 11:30 Coffee Break
11:30 - 12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
12:30 - 13:00 Being the Best at Customer Care
13:00 - 14:00 Lunch Break.
14:00 - 14:45 Task 2: What Are Our Customers Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.
14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
15:30 - 16:30 Effective Customer Care Letter Writing (Dealing with complaints, enquiries and existing customers.)
16:30 Summary & Action Plans Agreed
Customer Care - Virtual Training