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Professional Customer Care

Ensuring your Customers are delighted with your service

Dickson Training Ltd

Summary

Price
Enquire to get more info on pricing
Finance options

Individual arrangements can be made - if required
Study method
Onsite
Duration
1 day · Full-time
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

Overview

  • Engage with External – and Internal - Customers effectively to project confidence
  • Adopt a professional telephone manner
  • Active Listening and recognising the customers’ core requirements
  • Communicate assertively by taking control and directing the conversation
  • Deliver information positively by offering options and alternatives
  • Email Etiquette
  • Develop a range of versatile behaviours to use when dealing with difficult situations.

Certificates

Certificate of completion

Digital certificate - Included

Course media

Description

Course Content

Module One – What is excellent customer care?

  • Internal versus external customers
  • Why customer care is important
  • Meeting customer expectations

Ice-breaker Exercise- 'Customer experience'

Module Two – Making a personal difference

  • Customer Orientation; Conflict Handling approach among many other traits
  • Recommendations on areas for development
  • How do you measure customer care?
  • Making a difference
  • Taking ownership
  • Positive mental attitude
  • Developing your EQ
  • Displaying professionalism at all times
  • Using positive language
  • Avoiding assumptions

Module Three – Gathering information and offering solutions

  • Asking the right questions
  • Active listening skills
  • Summarising and clarifying skills

Module Four – Email Etiquette

  • Establishing standards of professionalism
  • Structure and clarity
  • Top Tips

Module Five – Dealing with difficult situations

  • How to give a ‘service’ no
  • Demonstrating empathy
  • Assertiveness techniques
  • Handling a complaint
  • Problem solving
  • Making an authentic apology
  • Making realistic promises and keeping them

Concluding with a ‘Best Practices’ Charter

Who is this course for?

All Customer support team members; Receptionists; Call Centre Agents; Sales people; Service support technicians

Requirements

Positive attitude

Career path

Customer facing personnel

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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