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
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