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. If you have a need for this course, please contact us, as we may be able to schedule it for you.
For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
Contact us online