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Customer care

Training Works
Course summary
2-3 days
795 GBP excl. VAT
English
Nationwide
Next available date: Enquire to book in-house - United Kingdom
Rating: 5 (1 Reviews)
Company-Specific / In-House

Course description

Customer Care - 2-3 day workshop by Training Works

If you’re not happy - we won’t invoice you. This enjoyable, interactive course has been designed to give employees a deep level of understanding and enhance their skills across the key areas of excellent customer care. This course has been designed to give employees a deep level of understanding and enhance their skills across a number of the important aspects of giving excellent customer care.

Day one - Enhancing Customer Service

This workshop will increase all delegates understanding of the importance of every single interaction with a customer.Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to deal with customers confidently, professionally and with warmth.  Content can be adjusted to suit your organisation, just ask!

Day two - Telephone skills

This workshop will increase all delegates understanding of the importance of every single interaction over the phone and the challenges that are presented when a client can't see you.Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to have phone calls with customers confidently, professionally and with warmth

Day three - writing effective emails

This workshop will increase all delegates understanding of the importance of every email sent to a customer, after all every email is an advert for Peacocks.Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to write to customers confidently, professionally and with warmth

"If you're not satisfied with the training - we won't invoice you!" - Training Works

Suitability - Who should attend?

This workshop is suitable for anyone who works with other people! Even if we are not looking after paying customers we still have an important relationship with our internal work customers. 

Whether you want this course as an introduction or an excellent refresher, you will cover the skills and behaviours to be warm and professional with customers in a wide range of areas. 

Outcome / Qualification etc.

Participants will receive a Certificate of Completion upon finishing this course.

Training content

This workshop is split into three areas and, depending on the needs of the business, can include the following topics:

Enhancing Customer Service

  • What is customer care?
  • Who are our customers?
  • The commercial importance of customer care
  • Some facts about customer care 
  • So what do customers expect?
  • The difference between face to face, telephone and written communication
  • Guidelines for excellent telephone behavior - short overview
  • Building relationships with customers
  • Developing your questioning and listening skills
  • Handling complaints
  • Guidelines for effective communication – some additional skills, knowledge and behaviours to ensure you are great with your customers

Telephone skills

  • How to create a good impression on the telephone   
  • How to create a bad impression on the telephone
  • Guidelines for excellent telephone behaviour
  • Answering the phone
  • General conversation
  • Holding calls
  • Transferring call
  • Taking off transferred calls
  • Ending the call
  • Leaving voice mails
  • Sounding friendly over the phone when people cant see you
  • Practising your questioning and listening skills
  • Handling complaints on the phone
  • Taking messages

Writing effective emails

  • Every email counts
  • What’s a poor email?
  • What’s a good email?
  • Keeping it short and simple
  • Punctuation and grammar
  • Basic layouts and guidelines
  • Email writing exercise
  • Checking the readability of written communications
  • Writing in a clear style
  •  Hints and tips for effective business emails

Expenses

Prices start from £795 per day. This includes all phone calls, planning, admin, preparation, design, delivery, training packs, copy write of the materials for the future and an email copy of the notes by request.

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About provider

Training Works

Training Works UK - "If you're not satisfied with the training - we won't invoice you!"

With over thirty years experience in customer service, sales, organisational psychology and management, Training Works offers flexible staff and management training for business professionals and companies. Their courses are designed to improve the effectiveness, communication skills and ultimate results within...


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Contact info

Training Works

The Stables, Crown Yard
Wirksworth
DE4 4ET Derbyshire

Reviews

Edbar Pointer
(5)
We learned some really amazing fugures and some new skills
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