Customer focus

Short course

In London

£ 395 + VAT

Description

  • Type

    Short course

  • Location

    London

  • Duration

    1 Day

Being able to provide a great customer care service can be the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. This course provides the tools and techniques to ensure you maintain an excellent relationship with your customers so they will keep coming back for your product or.

Facilities

Location

Start date

London
See map
2 Exmoor Street, W10 6BD

Start date

On request

About this course

For front line and support staff who provide a service to external and internal customers by phone or face-to-face.

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Course programme

Overview
Being able to provide a great customer care service can be the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. This course provides the tools and techniques to ensure you maintain an excellent relationship with your customers so they will keep coming back for your product or service.

Prerequisites
For front line and support staff who provide a service to external and internal customers by phone or face-to-face.

Course Content Topics Covered
  • What is customer care and why is it so important?
  • The benefits of improved customer service
  • How to identify key customers and stakeholders
  • Establishing the key priorities and preferences of your customers
  • Understanding the impediments to better customer care and how to eliminate them "Expected" and "exceptional" service
  • The three essential elements required for customer care
  • The importance and impact of communication in customer facing relationships
  • Recognising your own communication style
  • The building of rapport through active listening and support
  • Telephone etiquette - the do's and don'ts
  • Using communication skills when meeting a customer face-to-face
  • The fundamentals of assertive behaviour in customer situations
  • The four steps for developing more assertive behaviours
  • Delivering difficult messages
  • Practice sessions and scenarios
  • Action planning.

Customer focus

£ 395 + VAT