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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 Care

What is customer care?
Some facts about customer care
Exercise: you are the customer!

Understanding customer needs and expectations

Implicit and explicit expectations
Meeting and exceeding expectations

Communicating with customers

First impressions
Ambassadors
Face to face customer contact
Telephone skills: customer service on the phone
Emails: top tips
Asking the right questions
Listening skills

Building relationships

The assertive approach
Assertive techniques
How to deliver difficult messages
Conflict management top tips

Handling complaints

Best practice when dealing with complaints

Review and close

Action 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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