Aim:
To develop skills and knowledge appropriate to providing a high level of customer care.
Objectives:
By the end of the course participants will:
- be able to define the term ‘quality customer service’
- know how to create a positive impression on the telephone and face to face
- understand the key elements of effective communication
- be able to identify and use positive words and phrases, and avoid negative words and phrases when dealing with customers
- take ownership for all customers
- feel confident about managing customer complaints
Course Duration:
This is a one day course
About the course:
The course will be informal and participatory in nature. It will involve exercises and group work in pairs and small groups as well as in the whole group. Group members will be asked to take part in discussions around the issues raised by exercises. The course will draw upon the experiences of the participants and will involve practising communication skills.
