Total Success Training Ltd have teamed up with the UK’s leading online training providers to bring you the very best in online training!
Total Success Training was established in 1995 and have achieved considerable success by working closely with our clients. We understand the needs and aspirations of our clients and provide practical solutions to satisfy their long-term objectives. Virtual College, also founded in 1995, is one of the leading providers of e-learning in the UK and have provided online courses to individuals and companies across the world, breaking down the boundaries of traditional learning to deliver cost reducing, time efficient training. Together we endeavor to bring you the very best in online training!
Everyone has experienced poor customer care. In today’s competitive business environment, good relations are essential to secure new and repeat business. This course emphasises the role that each person plays towards good customer relations within their organisation. Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation, but this course is designed to show learners how to get the best results out of customers, over the phone, via email or face to face.
Sections within the course include:
- Objectives of the course
- Why does your company need customer care?
- Why does poor customer care happen?
- Your campaign plans
- Customer Care Skills
- Handling Complaints
The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines
On completion of this course you will be able to download a Virtual College certificate.
Approximately 3 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like, and there is no limit on how long you can take to do the course.
This course is addressed to owners/managers of both small and large companies. However it also applies to employees as they make direct contact with both customers and prospective customers every day.
There are no specific entry requirements for this course.
Customer Service and Customer Care Courses from Total Success Training
If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently. Total Success run a one-day Customer Service and Customer Care course for those wishing to learn tips and techniques on how to handle difficult customers on the telephone and a one-day Course on dealing with difficult customers.
Who will benefit from the course?
This course will ensure your staff always project the correct image to your potential customers and clients to make your company stand out from the crowd. It is designed for anyone who has both face to face and telephone contact with customers and is written with both the customer and the organisation in mind to maximise service and customer care.
Customer Service and Customer Care Course Agenda
Introduction, aims and objectives
Customer Service Essentials
Creating the right impression with customers
Importance of the customer to the organisation – Strategies for Customer Retention
Time management for customer service
Improving Internal Customer Service
Professional telephone tips
Managing Customer Perceptions
Assertiveness skills for customer service professionals
Handling complaints and difficult customer behaviour
Positive under pressure
Writing complaint letters
Course Close 5.30
Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Check out our Customer Service and Customer Care In-House Agenda HERE