Handling Customers Professionally

Reed Learning

Short course

In London

£ 479 VAT inc.

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Description

  • Type

    Short course

  • Location

    London

  • Duration

    1 Day

How to create a positively memorable service experience Ways to manage customers' expectations and where possible to exceed them A recognition of the significance of good and bad service on customers' loyalty, and your company's reputation The ability to turn around customer complaints and dissatisfaction. Suitable for customer facing frontline and support staff, whose actions can have a significant impact on their company's reputation and success.

Facilities

Location

Start date

London
See map
9 Kingsway, WC2B 6XF

Start date

On request

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Course programme



Who is it for
For customer facing frontline and support staff, whose actions can have a significant impact on their company's reputation and success.

What is it about


  • How to create a positively memorable service experience

  • Ways to manage customers' expectations and where possible to exceed them

  • A recognition of the significance of good and bad service on customers' loyalty, and your company's reputation

  • The ability to turn around customer complaints and dissatisfaction

  • A framework for saying 'no' constructively, and giving 'bad' news


What will i get out of it
A foundation for understanding the principles, attitudes and skills essential for delivering an excellent customer experience, to gain, maintain and grow existing relationships.

Course overview


  • Meeting and exceeding customers' expections

  • The service balance: competence and care

  • Building customer relationships and loyalty

  • The internal customer service links

  • Projecting a professional image face-to-face, on the phone and e-mail

  • Customer service behavioural styles and their consequences

  • The 8 A's formula for handling complaints

  • Best practice for saying 'no' constructively, and giving bad news

See related categories

Handling Customers Professionally

£ 479 VAT inc.

The best Customer Management courses

See all

See all