Essentials Of Customer Service (Residential) Course
Course Description
This course is for anyone who interfaces with customers on the phone or in person.
Course length = 2 day(s) ~ covering:-
- Customer service as a necessity rather than a nicety
- Identify opportunities to excel
- Examples of good and bad service experiences and their consequences
- Learn the key impression points
- Listen, gain understanding, show empathy and build rapport
- Use body language effectively
- Deal with challenging situations positively
- Manage complaints using the 8 'A's formula
- Build an assertive approach to guarantee win-win outcomes
- Maintain professionalism
- Beware the image wreckers! What not to say
- Develop your own personal action plan
Course Fee = £1045 (excl.VAT)
Scheduled course dates
| May 2010 |
June 2010 |
July 2010 |
August 2010 |
September 2010 |
October 2010 |
November 2010 |
December 2010 |
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