Customer Service
Who should attend
Anyone who interacts with customers either face to face or by telephone, or who manages such a team.
Course content
This enjoyable training day will include; discussion of your real experiences, practical techniques to improve customer service and hands-on role plays to ensure that delegates leave the day with skills they can use immediately.
CUSTOMER SATISFACTION: Learn how to satisfy yourself whilst satisfying customers, so that you feel good about them and they come back for more, time and time again!
CUSTOMER CARE / CUSTOMER SERVICE: What it really means! How to achieve it! Who and what are prospects. What customers will expect from you! Who is ultimately responsible? The importance of internal customers - your colleagues
HOW TO CREATE YOUR OWN INDIVIDUAL CUSTOMER CARE AND CUSTOMER SERVICE CHARTER own it, focus on it, serve up the best even when you just feel at your worst
WELCOME COMPLAINTS AND TURN PROBLEMS INTO OPPORTUNITIES: Learn how to get the best from Angries, Rudes, Awkwards and those who Rabbit on and on and on…
Build the best attitude! Fully get to grips with understanding the Customer's needs! Communicate with extreme Clarity! Achieve Customer agreement! Always summarise and check for Customer understanding! Go for action/follow-up! Don’t be a stranger, - build-up on-going Satisfaction!
CONVERT ENQUIRIES INTO BUSINESS
OPTIMISE YOUR TELEPHONE TECHNIQUES
STEER CLEAR OF BURNOUT and STRESS
Trainer John Boulton
Dates 5 Sep 2007, 10 Oct 2007, 9 Nov 2007
Time 9.30 - 5.00
Location All courses are held at either: 66 Wigmore Street, W1
or 100a Chalk Farm Road, NW1
Fee £250 + VAT or 4 'Block Booking Places' (from £200 + VAT)