Softskills Courses
Customer Care Management
Course Programme:
Prerequisites:
This is one of the most popular of our courses as it covers all aspects
of dealing with the client over the telephone and on a front line basis.
As companies are becoming more aware of the need to have their staff trained
in not only understanding their products but also in understanding their
customer type and dealing with them in a consistent and professional manner.
We deliver this course over a one or two day workshop depending on group
size and the needs of the company. The following is a typical course agenda
that would be presented over two days, however, as per our client's needs
the contents are amended accordingly.
- Introduction
- General Telephone Skills - including the introduction to company changes in relation to call answering techniques
- Customer Care Management - incorporating topics of Ownership, Responsibility and Control
- Listening skills - understanding what your customer is telling you and responding accordingly. There are five areas of listening and each is introduced under topics and customer type
- Problem solving - identifying what the customers query is and knowing when to escalate - project workshops and role play exercises
- Techniques for Assertiveness - dealing with internal and external customers in a more confident and assertive/controlled manner
- Role play exercises - incorporating all aspects of the course and ensuring that all level of learning abilities are dealt with.
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