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
| Venue | Associated Training Offices, Nottingham |
|---|---|
| Date | Monday December 01 (2008) |
| Days | 1 |
| Immediate Payment Price | £355.50 per person (excluding VAT) Pay in full with a credit card immediately online or by cheque within 7 days to get this special price
|
| Normal Price | £395.00 per person (excluding VAT) We send you 2 invoices by mail. Pay 50% of the total when you receive the invoices, and the remaining 50% no later than 7 days before the course commences
|
| Venue | Associated Training Offices, Nottingham |
|---|---|
| Date | Thursday April 16 (2009) |
| Days | 1 |
| Immediate Payment Price | £355.50 per person (excluding VAT) Pay in full with a credit card immediately online or by cheque within 7 days to get this special price
|
| Normal Price | £395.00 per person (excluding VAT) We send you 2 invoices by mail. Pay 50% of the total when you receive the invoices, and the remaining 50% no later than 7 days before the course commences
|
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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