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Handling Customers Professionally Course

  • Duration:1 Day
  • Cost:£540 + VAT
  • Ref:HCP

Deliver outstanding service to build customers’ trust, respect and loyalty.

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Cost £540.00 Duration 1 day Code HCP

Course rating:

(2  votes)

What's this?

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Who is it for

For customer facing frontline and support staff, whose actions can have a significant impact on their company's reputation and success.

What is it about

A foundation for understanding the principles, attitudes and skills essential for delivering an excellent customer experience, to gain, maintain and grow existing relationships.

Course Overview

  • Meeting and exceeding customers' expectations
  • The service balance: competence and care
  • Building customer relationships and loyalty
  • The internal customer service links
  • Projecting a professional image face-to-face, on the phone and e-mail
  • Customer service behavioural styles and their consequences
  • The 8 A's formula for handling complaints
  • Best practice for saying 'no' constructively, and giving bad news

What will I get out of it?

  • How to create a positively memorable service experience
  • Ways to manage customers' expectations and where possible to exceed them
  • A recognition of the significance of good and bad service on customers' loyalty, and your company's reputation
  • The ability to turn around customer complaints and dissatisfaction
  • A framework for saying 'no' constructively, and giving 'bad' news

Accredited by

This course is accredited for CPD

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