Designed for:
Those who wish to learn how to provide exceptional customer care to improve sales and productivity in an instructor-led environment.

Prerequisites:
None.

Objectives:
To be more aware of who your customers are and what they really want so that you can handle different situations and provide exceptional customer care.

Course Content

• Who are your customers?
• What do your customers want?
• How to make Customer Care exceptional
• Customer Expectations
• How good is good enough?
• Building a positive environment
• It's in the detail - things to think about
• Active listening is better listening
• Handling Complaints
• When you were the customer
• Dealing with customer emotions
• Keeping calm
• Calming the upset customer
• Phrases likely to upset
• Getting the problem solved
• Things you would change

Benefits:

• Workbook with exercises and individual notes to ensure that the skills learned on this course will be successfully applied and the knowledge consolidated.
• The opportunity to gain the widely recognised Pitman Training Certificate.

Course duration:
1 day

What next: 
Business Writing Skills Seminar
Better Business Letters Seminar
Telephone Techniques Seminar