Customer Care for Frontline Staff
Overview:
This course is aimed at anyone working on the frontline that has to deal with customers on a regular basis. This interactive day will raise individual’s confidence in dealing wit angry and frustrated clients by understanding the use of positive communication techniques and the use of empathy rather than sympathy. The day will ensure that all participants through using a variety of learning techniques to develop skills and understanding of Customer Care that delivers excellence and ensures the customer has confidence in the service being delivered.
Course Details:
1 Day course 9.30am to 4pm with comfort breaks and Lunch included. This is an interactive learning experience with supporting handouts provided for future reference.
Who this course is for:
The course is aimed at all staff who have contact with customers, clients, member of the public either direct or over the telephone; who would like to develop positive customer care skills.
Topics Covered:
- Presenting a Professional Image
- Listening and understanding the issue/query
- Dealing with angry/frustrated Customer
- Managing Customer expectations
- Remaining calm and customer orientated.
By the end of the course, delegates will be able:
- To have the skills to be able to understand what the customer wants from you
- To have an understanding of positive communication techniques
- To be aware of the impact of a professional image on customers
- To have the key communication skills required for excellent customer care
Accreditation:
Learners will gain a certificate of attendance
Why Invest in this Training:
Confident frontline staff ensuring delivery of excellent Customer Care, reducing complaints and improving customer satisfaction.
Reducing stress for staff who have to deal with customers’ anger and expectations.
Cost:
Public Courses: £99 per learner
In-house Courses: up to 15 learners P.O.A.
This Cwmpas Course compliments the following courses: -
Assertiveness for Frontline Staff
This combination forms an integrated personal development package.
Training diary gives dates and venue of the next planned course
