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Introduction:
Sales people may receive training in customer contact skills but what of all the other people who come into contact with customers? They range from credit controllers to delivery schedulers; from service technicians to secretaries. Whatever their role, if they come into contact with customers their actions can enhance or damage your reputation.
This course is designed to fill the knowledge and skills gap that so often exists.
Aim:
To enhance skills of non-sales staff in building and maintaining positive relationships with customers.
Participants:
Anyone who provides a direct service to customers and clients.
Objectives:
By the end of the course participants will be able to:
- Define the importance of effective customer care
- Describe the importance of front line staff in customer care
- Identify internal and external customers
- Manage the relationship with customers so that they believe they are receiving excellent service
- Define excellence in customer care for their identified customers
- Respond positively to difficult situations and customers
Content:
- Why good customer care matters
- What does good service look like and bad
- Handling a Customer's problem
- Questioning and Listening
- Assertiveness
- Handling aggression
- Handling difficult people a seven step process
Style:
The course will involve a range of activities including lectures, discussions, individual and group exercises. Participants will be encouraged to identify areas for improvement and to think about how this can be achieved.
Duration:
The course lasts for one day.
Note:
When run in-house organization standards and procedures can be included if desired.
Dates and Times
Delivered on demand at client's venue
09.30 - 16.30 or times to suit
In-House delivery
Our in-house course fee is £950 + VAT for up to 12 candidates. We will agree any other charges (room hire, trainer's travel costs, catering etc) with you before you make your booking.
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