This 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of.
DurationThis 1/2 day workshop gets delegates to look at what they hate as customers when they make calls to their banks or travel agents and then be self-critical to see which of the 'hate factors' their organisation maybe guilty of.
The trainer then helps them devise a scoring system to mark how well a call is handled and then makes live calls on a speaker phone to outside organisations allowing the delegates to mark the standards of how the calls are taken.
This is a fully hands-on course that will improve the incoming call skills of both inexperienced and experienced staff who take incoming calls.
Benefits:
PTP provides 100's of 1/2, 1 & 2 day courses in management training, sales training, customer care training, project management training and personal development training.
PTP has been exhibiting at the CIPD Exhibition for over 10 years and the latest was a tremendous success. A record for enquiries into management training and sales courses and number of visitors to our stand.
The need to lead, model, and promote the organizational values within a customer service environment is essential for business success.
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
Apprentices will learn how to positively influence the customer experience and their level of satisfaction. They must show excellent customer service skills and behaviours as well as product and/or service knowledge.
Customer care is more than just good manners. It involves developing procedures and policies to make customers’ lives easier. This ranges from anticipating a customers’ needs to knowing how to defuse a confrontation, all in order to maintain the customer relationship.
This course will prepare you to work in an environment where customer service skills are highly valued. You will understand different types of customers and different customers’ expectations.
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