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Customer Care on the Telephone

Given the increased expectations of customers with regard to service delivery, it is ever more important to understand and manage customer's expectations and deliver a service that exceeds these. This training is aimed at increasing understanding of customers and their needs, and enhancing the different communication skills that can be brought to bear in dealing confidently and effectively in responding to them.

Who should attend?

Any manager, or member of staff who would like to improve the level of customer care they offer on the telephone.

Benefits

By the end of this course you will be able to:

• State what customers consider is good customer care on the telephone
• Describe the effects of poor customer care on the organisation and on the individual
• List the vital stages of effective service delivery on the telephone
• Successfully apply listening, questioning and summarising skills to improve the outcome of communication with
customers at different stages of service delivery
• Recognise the difference between assertive, passive and aggressive behaviours
• Apply a six stage process to handling difficult customer situations on the telephone

Course Overview:

• Good customer care from the customer's perspective
• Who are our customers and what are their expectations of us?
• Impact of poor customer care
• The customer's journey : how our skills and behaviours impact on service delivery and the customers experience
• Key skills in dealing with customers on the telephone
• Recognising assertive, aggressive and passive behaviours
• Six stage process for dealing with difficult customer situations
• Action Planning

Style of the Course: The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice.

Course length: One day Workshop 09.00 to 17.00 with an hour for lunch

Course Venue: London

2009 Course dates: May 15 & October 23. Other course dates available on request.

Price: £450 plus VAT. We provide discounts when booking 3 or more delegates. We can also run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or info@thestairway.co.uk

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