Customer Care

Learn how to:

• Why people do business with your organisation
• Needs versus wants
• The professional image and customer perceptions
• Understanding who are your most valuable customers
• Ingredients of positive customer care and their benefits
• Achieve a high standard of customer care for all customers
• Use questioning techniques, body language and listening skills to create a positive attitude
• Building a rapport quickly and making every enquiry count
• Causes of bad service
• Dealing with customer complaints and difficult customers
• Dealing with customers with ‘special requirements’ e.g. elderly, anxious etc
• Turning your most valuable customers into your most loyal
• Create opportunities for feedback

Telephone Techniques

Learn how to:

• Advantages and disadvantages of using the telephone
• Golden rules on the telephone
• The absence of body language
• Incoming call structure
• The best way to transfer calls
• When to put callers on hold
• Taking messages accurately and deal positively with requests
• Take responsibility to ensure the caller’s needs are met
• Making telephone calls

Presenting in different scenarios

Learn how to:

• Effective questioning techniques
• The art of listening
• Positive phraseology
• Same words … different meaning
• Solving customers’ problems

Designed to cater for 10-15 delegates at a time

Developed by our team to cover the subject matter of your choice

Delivered online or face-to-face