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Customer Care

STL
Course summary
Length: 2 days
Language: English
Location: Nationwide
Provider: STL plus
Course type: Company-Specific / In-House

Customer Care



Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... Develop a ‘customer-led’ approach to business by improving customer satisfaction, improving staff’s attitudes and developing their technique in handling customer complaints positively and assertively. Learn how to project the right impression and enhance the
organisation’s reputation.

Suitability - Who should attend?



Every person in your organisation could benefit from this course: this course is designed for all who communicate with customers and colleagues, either on a face-to-face basis, or on the telephone.

Also see our emotional intelligence courses UK.

Training Course Content



The Successful Customer-Led Company

A culture of care - the policies, methodology and results achieved by organisations that have adopted this specific ‘culture’

Working Cohesively

Changing attitudes
Encouraging teamwork
‘Ownership’ of difficulties.

Your Obligation to the Customer

Striving for complete customer satisfaction
problem solving – root cause analysis
how to implement the plan

Communication

Telephone voice and manner
how to deal with enquiries
how to avoid problems and ensure customer satisfaction
how to ensure that the relationship with the customer is positive

How to Project the Right Image

How to instigate and maintain a professional customer-led image
The first impression
Appearance, attitude and approach
The need to establish rapport
The importance of listening and two way communication
Enhancing the reputation of the organisation

Dealing with Challenging Customers

Dealing with complaints effectively
taking responsibility for the customer
complaints received by telephone

Expenses



Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL

STL

Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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www.microsofttraining.net

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