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.The Course Suits
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.Training Benefits
- How to handle objections
- Understand the importance of customer care in a sales environment
- How to handle complaints in a positive way
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:
| Training Location | Training Date | Training Price | Book Trainging |
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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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