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Training Course Summary:

*PRICE BASED ON 2 PEOPLE ATTENDING AT A COST OF £395 PER PERSON WITH 6 WEEKS*

This course is for those who wish to manage high levels of customer care through their teams. Delegates will learn how to be pro-active with customer care and directly contact clients to ensure they are experiencing high levels of customer care. This will help identify satisfied and, more importantly, dissatisfied clients.

Who Should Attend:

Anybody who works in a sales environment. Anybody who works in a customer care environment.

Training Course Overview/Content:

Understanding the need to be pro-active in customer care
A personally developed script to approach customers regarding service levels
Well rehearsed answers to complaints and compliments
How to turn complaints and compliments into more business

Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:30 What is Customer Care and Setting out OurObjectives
(Looking at customer care through the eyes of the customer)

10:30 - 11:15 What do we Need to Know Before Making Contact and Developing Questions

11:15 - 11:30 Coffee Break

11:30 - 12:15 Objection Handling

12:15 - 13:00 Role Plays

13:00 - 14:00 Lunch Break

14:00 - 15:00 Customer Care Role Plays in Groups

15:00 - 15:30 Developing Best Practice

15:30 - 16:30 Dealing with Complaints and Achieving Excellent Customer Care

16:30 - 16:45 Summary & Action Plans Agreed