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Training and Development Solutions |
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Training and Development Solutions is a UK training and development solutions provider delivering open, in-house and bespoke customer care training for all types of organisations. Please find below an outline of the customer care training we currently offer. More details can be found on our web site or by clicking [more...] below each course outline. To find out more about us and the training courses we deliver, please browse our web site or contact us and we will send you the details you require. We look forward to welcoming you to our growing list of satisfied clients.
Customer Care - Delivering a First Class Service
Providing a first class customer service and creating the right impression first time is a must for front line staff. To be successful at customer care requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers.
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Developing Effective Telephone Skills
Developing effective telephone skills can be difficult. The telephone is the most familiar piece of technology in the workplace and it's use is often taken for granted. It is the way we speak to most of our customers, the way relationships are forged or broken, and the way information can be clearly or poorly relayed. The ability to communicate in a prompt, friendly and professional manner is essential to creating the right impression and getting your message across.
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Handling Customer Complaints
Handling customer complaints can be difficult, but successful organisations rely on satisfied customers. Customers are increasingly demanding the best, fastest and most convenient. If a customer feels their complaints and objections are not being heard and dealt with effectively they will take their custom elsewhere. Being able to listen and respond to a customer's complaint in a positive manner will be an important step in creating long-term customer loyalty.
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Handling Telephone Rage
Handling telephone rage is becoming common. More and more employees have to deal with irate customers over the phone and evidence from the finance union UNIFI suggests that this problem is on the increase.
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Managing and Improving Customer Service Process
This course is designed to examine the processes and techniques, and identify the skills gaps in order that your customer service function can meet customer needs. You will learn how to improve your current processes to ensure a more effective customer service department.
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