Training Course:Customer CareSchool/Trainer:Global Knowledge UK
Coventry, Dublin, London, Wakefield, Wokingham, United Kingdom
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This course aims to recognise different customer types, the importance of delivering a quality service and to provide practical guidance on how to develop effective interpersonal skills and confidence in dealing with customers.
Objectives
deal with difficult customers,
call handling,
assertiveness coping with the stress often caused by a customer-facing environment.
Pre-Requisites
This course is suitable for anyone in a customer-facing role, especially practitioners working in a Service Desk environment.
Target Audience
This course is suitable for anyone in a customer-facing role, especially practitioners working in a Service Desk environment.
Content
Module 1
Building a service culture
Looking at customer service and the role of the service provider.
The course includes a discussion around ’Moments of Truth’ where delegates understand where customers can be won over or lost
Module 2
Communicating with customers,
Including telephone skills,
Listening,
Questioning
Negotiation techniques
Module 3
Interpersonal skills with ways of developing assertiveness
Reducing stress and guidance in handling difficult and different customer types
Module 4
Problem solving techniques and decision making
The importance of recording information.
Global Knowledge can also offer a tailored Service Management Awareness course as an additional module, which focuses on Incident and Change Management as well as Service Desk and the interfaces and dependencies with other processes.
...''
Please go to the school's official website for training price and schedule:
http://www.azlantraining.com/uk
Phone:+44 (0) 118 977 7766
School Address:
Global Knowledge UK
Mulberry Business Park,
Fishponds Rd, Wokingham, RG41 2GY
Jobs & Resumes: Coventry, Dublin, London, Wakefield, Wokingham
Houses & Roommates: Coventry, Dublin, London, Wakefield, Wokingham
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