Professional Customer Care

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. contact us (0115 9849940) for details.

Who will benefit: Receptionists, customer service and sales support staff and anyone within the organisation with customer contact.

Objectives: By the end of the course participants will be able to:

• Adopt a professional telephone manner
• Communicate assertively by taking control and directing the conversation
• Deliver information positively by offering options and alternatives
• Develop a range of versatile behaviours to use when dealing with difficult situations by:
  • Listening actively
  • Using empathy
  • Gathering relevant information through effective questioning
  • Finding solutions to concerns / problems quickly and efficiently
  • Speaking positively and assertively

Module One – What is excellent customer care?

• Definitions
• Internal versus external customers
• Why customer care is important
• Meeting customer expectations

Module Two – Making a personal difference

• How do you measure customer care?
• Who makes the difference
• Positive mental attitude
• Presenting a positive image over the telephone
• Using positive language

Module Three – Gathering information & offering solutions

• Asking the right questions
• Skill of listening actively
• Skills of summarising and clarifying

Module Four – Dealing with difficult situations

• How to give a ‘service’ no
• Demonstrating empathy
• Assertive techniques

Scheduled Dates & Locations

This course is not currently scheduled. Please contact us for further details.

General Information:

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For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
sales@sterlingconsultancy.co.uk
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