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One Day
Course
This course is suitable
for delegates if:
• they deal
with customers in
their job, either
face-to-face or
over the telephone;
• they are
new to the job market
• they have
been employed for
some time
• their person-to-person
skills and professionalism
can be reinforced
and updated
Following the course,
delegates will be
able to:
• Understand
the importance placed
on customer service
• Know how
to evaluate and
develop their own
customer service
strengths
• Realise
the value which
excellent customer
service adds to
their own working
day and the advantages
it brings to themselves
and their company
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Contents: |
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Background
and
development
of customer
service |
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Good
customer
service
–
why
it matters |
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Poor
customer
service
–
what
to avoid |
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Analysis
of existing
skills
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Listening
skills,
body
language,
assertiveness |
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Effective
customer
communications
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Assessing
the
objectives
of the
organisation
in relation
to its
customers
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Handling
complaints
and
turning
them
into
opportunities |
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Dealing
with
difficult
customers
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Internal
customers |
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Measuring
success |
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Register your interest |
BCT),
bct.gb, birmingham
commercial training,
birmingham commercial
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