This course is for anyone who deals with customers on a face-to-face basis or over the telephone. It is designed especially for those with responsibility for ensuring customer issues are dealt with promptly, politely, fairly and firmly.
DurationDealing with Difficult Customers
Who should attend?
This course is for anyone who deals with customers on a face-to-face basis or over the telephone. It is designed especially for those with responsibility for ensuring customer issues are dealt with promptly, politely, fairly and firmly.
Why should you attend?
All of us have experienced the hard done-by customer before and have no doubt felt their wrath as they allow emotion to over-ride their rationality. They feel an insane urge to have a go at the first member of staff they meet, regardless of whether they can help or not.
Attendance on this course will enable you to deal better with anger and aggression directed towards you. You will learn how to bring a greater degree of skill and confidence to situations involving difficult customers and be better placed to convert complaints into opportunities.
Course outline
The customer service role
10 step method for dealing with customers both internal and external
Identifying areas in which you need to be exceptionally good when dealing with difficult customers
How people communicate
How to say it, your voice, your words, your phrases
Assessment
Assessment For those seeking recognition for their learning, this course is based on the ILM unit: Understanding Customer Service Standards & Requirements. Successful completion of the assignment will result in the achievement in 2 credits at Level 3.
Progression
For those seeking to achieve a qualification at Level 3, you will need to achieve a further 2 credits for the ILM Award or 11 credits for the ILM Certificate.
About
Gloucestershire Enterprise Ltd (GEL) provides practical high quality, affordable training courses and qualification development programmes to businesses of all sizes, types and sectors in Gloucestershire and beyond.
We provide a range of services that are relevant, comprehensive, widely accessible, affordable and delivered with the highest levels of customer service. We are based at Twigworth Court Business Centre where we provide the following services:
Training:
An open programme of over 130 different short courses in business, leadership and management skills, including short course qualification programmes to national standards, and supported by an online Virtual Learning Environment (VLE).
In-House training for organisations from our range of open programme courses or qualification programmes.
Bespoke training designed with you to meet your outcomes, from tailored versions of an open programme course to completely bespoke leadership and management programmes.
We also accredit existing company training programmes using the ILM Assured Award accreditation.
Higher education programmes that offer a one, two or three year degree in business or leadership & management depending on experience or qualifications. Progression is available to a masters in entrepreneurial leadership.
DiSC Profiling designed to help develop self-awareness and emotional intelligence
Qualifications:
Short course qualifications to provide a foundation of leadership and management skills from Level 2 to Level 7
Specialist Health & Safety qualifications accredited by IOSH, NEBOSH and City & Guilds
Higher level and specialist qualifications accredited by ILM, APM and HE Universities.
Apprenticeship Development:
We are on the Register of Apprenticeship Training Providers (RoAPT) and are able to offer a range of development programmes mapped to the new Apprenticeship Standards. We are currently delivering Advanced and Higher Level Apprenticeships.
If you want to motivate your staff through improving their skills, Gloucestershire Enterprise is the first place you should call
Practical tools to deal with difficult conversations in the work place. This will range from the simply awkward to full blown disciplinary situations. We will touch on elements of best practice as well as employment law requirements that need to be borne in mind.
The course will aid staff to have a sound knowledge of effective communication techniques and the ability to recognise and respond effectively.
Learn how to identify and manage conflict in the workplace using resolution strategies to minimise impact on this 1-day, 5-star rated course.
This 1 Day Course takes a look at are the intra- and inter-personal skills that can be exercised to help individuals deal with conflict, covering areas such as:
Dealing with conflict puts a drain on your organisations’ resources. Formal processes are often time-consuming and ultimately unsatisfactory, while unresolved conflict can quickly worsen if left unaddressed.
About Coursetakers.com
Coursetakers.com is more than a decade old course aggregator and Online course platform that helps students find courses and compare course prices from Training providers in the UK, by just submitting their inquiry through the website. Coursetakers also helps Institutes, Universities and Online Instructors market their courses, gain leads and get more students to enroll into their courses.
© 2024 coursetakers.com All Rights Reserved. Terms and Conditions of use | Privacy Policy
Online
USA
UK
India
UAE
South Africa
Canada
New Zealand
Australia
Malaysia
Singapore