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Customer Care Excellence

Practical Training for Professionals

Summary

Price
£516 inc VAT
Study method
Classroom
Duration
1 day · Full-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Additional info
  • Tutor is available to students
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Location & dates

Location

Address
Somerset House
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
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Address
EEF Venues
Clifton Down
Bristol
Avon
BS83NB
United Kingdom
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Address
Cheadle House
Cheadle Royal Business Park
Cheadle
Cheshire
SK83FS
United Kingdom
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Address
&Meetings
150 Minories
City of London
London
EC3N1LS
United Kingdom
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Overview

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

Course Locations

Customer Care London
Customer Care Manchester
Customer Care Nottingham
Customer Care Birmingham
Customer Care Bristol
Customer Care Edinburgh
Customer Care Leeds

CPD

6 CPD hours / points
Accredited by Centre of CPD Excellence

Description

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

Questions and answers

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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Similar subjects: Communication, Personal development