Customer care and telephone skills

Centre for Strategy and Communication
London, United Kingdom

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

Course Description:

'' For some organisations, just using the term customer is an anathema. However if your organisation exists to provide a service (be it support, advice, accommodation, information, equipment or training), it follows that you are working with ¡°customers¡±. You may call them members, clients, residents or patients but they are people whose needs must be met as part of your job and the generic term we use for them is customers.
Good customer care depends on staff acting with professionalism and self-confidence. This course will help new staff to practice good customer care whilst acting as an enjoyable refresher for more experienced front line staff. Some of the topics you will cover include listening and communication skills, organising and planning abilities and assertiveness.

The course outline
This course is designed to help ensure that anyone who comes into contact with clients is contributing to their organisation¡¯s image. At a personal level it will help to improve your skills in listening to members, clients, users and colleagues and ascertaining their needs so that you can provide what they really want, where and when they want it. Over the day you will cover:
who your customers/clients are and how they perceive you
clarifying what your core service is - and what you don¡¯t do
how you want others to see your organisation
the skills of providing good service in person and on the phone
dealing with difficult customers and complaints
telephone do¡¯s and don¡¯ts
anger management
building relationships
assertiveness
personal presentation
listening skills
how to manage your time
Who is the course for?
The course is suitable for anyone who comes into contact with customers ¨C either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills.
...''

Phone:020 7490 3030

School Address:

THE CENTRE FOR STRATEGY AND COMMUNICATION
140 Old Street
London
EC1V 9BJ
UK

Jobs & Resumes: London
Houses & Roommates: London

confident and effective presentations
commissioning a video
Winning pitches
Working with celebrities
report writing
Writing Newsletters
Writing for the Web
Event Management
Training the trainer
Bookkeeping for administrators
Reception skills
From secretary to PA
Assertiveness
writing minutes

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