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Managing Customer Care

STL
Course summary
1 day
English
Nationwide
Corporate Training for Teams
STL courses

Managing Customer Care

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... Understand the importance of every single interaction with a customer Deal with customers confidently, professionally and with warmth Understand the impact you can have on the person you are speaking to Understand how to relate to people effectively, either face to face, on the phone or via email Turn complaints into opportunities Deal with difficult customer interactions confidently and positively

Suitability - Who should attend?

Anyone who comes into direct contact with customers, either face to face, on the phone or via email, or who manages people who do.

Training Course Content

Understanding Customer CareWhat is customer care?Some facts about customer careExercise: you are the customer!Understanding customer needs and expectationsImplicit and explicit expectationsMeeting and exceeding expectationsCommunicating with customersFirst impressionsAmbassadorsFace to face customer contactTelephone skills: customer service on the phoneEmails: top tipsAsking the right questionsListening skillsBuilding relationshipsThe assertive approachAssertive techniquesHow to deliver difficult messagesConflict management top tipsHandling complaintsBest practice when dealing with complaintsReview and closeAction planning

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.stl-training.co.uk


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