Most people are involved in dealing with customers even if they don't call them customers or perhaps they are people working for your customer. Everyone who communicates with a customer in any way would benefit from this course. No prior knowledge is needed.
Importance of Customer Care
- Understanding Customer Care
- Why customer service matters
Create the Right Impression
- Promoting a quality image
- First impressions & dress code
- A memorable welcome
- Acknowledging the Customer
- Receiving clients professionally
- Dealing with enquiries
Interpersonal Skills
- Demonstrating a positive attitude
- Making customers feel special
- Deciding priorities
- Developing effective listening Skills
- Body Language
- Taking responsibility
Reception Skills
- Managing the reception area
- Bookings and cancellations
- Prioritising tasks
- Measuring customer satisfaction
Dealing with Complaints
- Understanding the customer's real problem
- Caring about the problem
- Saying 'no' constructively
- Knowing when to take responsibility
Communicating Positively
- Managing first impressions
- Establishing rapport
- Avoiding negative statements
- Exceed customer expectations
- Putting customer needs first
- Making the customer feel special
- Developing positive customer relationships
Telephone Techniques
- Telephone best practice
- How to direct calls correctly
- Response checklist
Follow Up
- Effective After Sales Service
- Stay in-touch
The course runs from 9:30am through to 4:30pm. Refreshments are available from 9am.
We provide:
- Full course material
- Certificate of attendance
- 90 days post course support
- Note pad and pen
- Polos!
Also includes:
Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.
You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills and questions are always welcome.