Customer Care Excellence

Oak Tree Management & Training Ltd.
Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Pleasing customers is crucial to the success of any business. Research shows that today, customers have higher expectations of how they wish to be treated. It is also proven that customers place high priority on the way they are made to feel.
The most successful organisations manage the service that their staff give to their customers

This course can be tailored and delivered in company.
Course Objectives
Reviewed the criteria for an Effective ‘Customer Service Person�and identified areas of strength and areas for development.

Defined the differences between poor satisfactory and excellence in customer care in the customer’s perception.

Practised effective questioning and listening skills.

Recognised the main elements of professional telephone communication.

Described the relative importance of words and voice in communication by telephone and face to face.

Demonstrated their ability to put into practice the key elements of Customer Care through role play.

Prepared a personal development action plan.

Course Contents
Excellence in Customer Service
What do Customers really need/expect ?
Achieving ‘customer satisfaction plus�
Making the difference
The internal and external customer
Blocks and barriers

The Skills of Communication
How do we communicate?
Essential communication skills
Building rapport
Listening
Gathering information
Passing on information

The Power of Behaviour
How are we judged �How do we judge others?
Prejudices, assumptions, perceptions
Positive Thinking �Positive Behaviour

Assertive Communication
Aggressive v Passive v Assertive Behaviours
Effects of the three behaviours
Rights and responsibilities

Dealing with Difficult Customers
Owning the problem
Diffusing anger and turning complaints into compliments
Dealing with complaints

Customer Care in Action
Case Studies/Role Play with Personal Action Plan. ...''

Elements of this syllabus are subject to change.

Phone:(01284) 763040

School Address/Venue(s):

Park Farm Business Centre
Fornham St Genevieve
Bury St Edmunds
Suffolk
United Kingdom
IP28 6TS

Jobs & Resumes: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Houses & Roommates: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Travel Agencies: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Nottingham

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