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Customer Care & Coping at the Sharp End

CUSTOMER CARE

WHO SHOULD ATTEND

All those in the service who have contact with members of the public.

AIMS

To provide delegates with the skills to deal effectively, face to face, with Customer enquiries.

To provide delegates with a clear understanding of the importance of customer care and examples of best practice.

OBJECTIVES

By the end of the course, delegates will be able to:

  • Respond positively and appropriately to complaints and enquiries.
  • Use language which the customer can understand.
  • Understand the complaints procedure and know how to help customers use it.

CONTENTS

  • Understanding a customers expectations
  • How to convey the right impression when dealing with customers - face to face
  • How to handle a customers enquiries & complaints
  • How to develop good questioning techniques to understand real needs.
  • The benefits of a positive customer care attitude to staff, management and the organisation as a whole.
  • Customer Care and the Complaints procedure
  • Practice in responding to verbal complaints

Scheduled Dates Available

Sorry, there are currently no places available on the scheduled dates for this course. Please click here to make an enquiry and provide as much detail as you can about your requirements.

 

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