London Corporate Training

Dates for this course

Sorry there are no dates available for this course.

Who should attend:
• Managers who wish to ensure that customer service is optimal throughout their organisation
• Less senior employees who want to make sure they individually know what to do in order to make sure they are providing the best service to the customer

Objectives and Benefits of the Course:
• The delegate will be able to learn the significance of the phrase ‘The customer is king’, by understanding consumer rights, the importance of thorough product and service knowledge and its effective utilisation, and the importance of keeping promises to customers.
• The delegate will improve on their inter-personal skills to satisfy the customer’s needs, and both understand and be understood by the customer.
• The delegate will consider the ideal profile of a good Customer Services employee, and how attempting to strive to meet this ideal can be central to the success of the business.

The Course will cover:

• The ideal profile of a customer services expert
• Consumers rights and expectations
• Product knowledge and service knowledge
• Effective questioning techniques to find out what the customer wants
• Recruiting and selecting the appropriate personnel
• Customer feedback – surveys, questionnaires – and how to interpret the results
• Understanding different types of customers
• Complaints – how to respond and deal with them, and how to deal with difficult customers
• Keeping promises and deals with customers
• Inter-personal communication development
• Developing the listening skills required to do all the above in the first place