Improving Customer Care & Telephone Skills

Course Information

  • Course Code: EC003
  • Duration: 6 hours
  • Price: £140.00
  • Start Date: 07-Apr-17, 17-Nov-17, 09-Feb-18
  • Days: FRI
  • Times: 09:30-16:00
  • Delivery Type: PT

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Overview

Who is the course for?

This one day workshop is aimed at front line staff dealing with internal and external customers.

What will I study?

What will I study?

Some of the following topics are covered:

    Understand the importance of delivering exceptional Customer Service
  • Understanding reasons for satisfaction and dissatisfaction
  • The importance of first impressions
  • Developing effective communication skills
    Establishing and meeting the needs of customers
  • Using a tailored approach, assuming responsibility and ownership
    Handling difficult customer interactions and complaints
  • Common misconceptions about difficult customers
  • Maintaining respect and co-operation
  • Understanding and responding to different behaviours
    Strategies to achieve consistency and create a memorable experience
  • Techniques to add value
  • Maintaining a professional approach to improve overall customer service and communication

 

How will the course be delivered?

Through classroom based activities alongside a tutor and other delegates at a similar level.

    Course Times: 9.30am - 4.00pm
  • Venue: Blackburn College (Business Suite)
  • Accreditation: Non-Accredited
  • Course fee includes refreshments, lunch and a Blackburn College Certificate of Attendance
Entry Requirements

Course Entry Criteria

No specific entry criteria for this course. All welcome.

How will I be assessed?
What can I do next?

See our website for our variety of courses on offer.

For more information

For more information about this course, contact our specialist team on 01254 29 25 00 or email business@blackburn.ac.uk

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