Practical Training for Professionals
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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
Customer Care London
Customer Care Manchester
Customer Care Nottingham
Customer Care Birmingham
Customer Care Bristol
Customer Care Edinburgh
Customer Care Leeds
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 - 13:00 Being the Best at Customer Care
13:00 - 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
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