Customer Care
Training Description
This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.
This customer care training course is available throughout the UK.
CPD Value 5.5 Hours
CPD = Continuous Professional Development (All PTP courses are approved for CPD by the Law Society and meet the standards expected of all professional bodies).
The Course Suits
Those professionals that are dealing with both the internal and external customer. Often we are faced with 'difficult' people or situations and this course is designed to investigate the cause rather than deal with the difficulty. It is designed to help uncover the underlying need rather than as a 'coping strategy'.
Training Benefits
- How to handle objections
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
- How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner
Course Timetable
09:30 - 10:00 Coffee & Introduction
10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates' personal experience of poor service and to make sure they do not treat their customers in the same way.)
10:30 - 11:15 Customer Care (Ways of improving relationships with customers)
11:15 - 11:30 Coffee Break
11:30 - 12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)
12:30 - 12:45 General Discussion and Questions
12:45 - 14:00 Lunch Break.
14:00 - 14:45 Task 2: What Are Our Customers' Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.
14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)
15:30 - 16:30 Effective Customer Care Letter Writing (Dealing with complaints. enquiries and existing customers.)
16:30 Summary & Action Plans Agreed
© PTP/500
Customer Care training course available to book:
Description:
This book demonstrates how every customer is in some way unique and how to segment them by value, pattern and buying criteria. It explains the techniques of 'customerized selling' and provides strategies for developing a business where every customer's need is not just provided for but anticipated.
Please note that books will not be delivered unless they are paid for in advance this can be done by credit card on the website or by posting a cheque.
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