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One Day
Course
This course is beneficial
to delegates who:
• deal with
customers in their
job, either face-to-face
or over the telephone;
• are new
to the job market
or have been employed
for some time in
a customer service
role
• believe
their person-to-person
skills and professionalism
can be reinforced
and updated
• may have
to deal with upset,
angry or aggressive
customers
Following the course,
delegates will have
learnt:
• what constitutes,
good customer service
– both face-to-face
and over the telephone
• how to best
handle customer
complaints and issues
• how to manage
others in a customer
care environment.
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Contents: |
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The
benefits
of good
customer
care |
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The
external
and
internal
customer |
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Communication
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Listening
skills
and
barriers
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The
three
‘A’s
of Customer
Service |
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Handling
complaints
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Register your interest |
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Back
to course
list |
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Handling
violent
customers
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Incident
reviews |
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Professional
telephone
skills
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Giving
customers
your
personal
best |
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Assessing
strengths
and
weaknesses |
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Creating
a personal
action
plan |
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(BCT),
bct.gb, birmingham
commercial training,
birmingham commercial,
BCT, BET, birmingham
electrical training |
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