Customer Care : The aim of the course is to provide the delegates with the knowledge, skills and attitudes necessary to provide excellent standards of service.

It covers the three core types of communication along with the main elements of Customer Service, which are necessary to ensure that the objectives of both the customer and the organisation are met.

The course also covers the difference between face to face communication and telephone communication.

The course is interactive, fun, and full of ideas, that can be used in the workplace to enhance performance.

Objectives

By the end of the course delegates will be able to:

· Handle telephone calls professionally and effectively.

· Understand the key principles of the telephone as a communication tool.

· Use a proven method for achieving quality Customer Service.

· Establish the clients needs quickly and effectively.

· Handle conflict and complaints successfully.

· Resolve problems by questioning and listening.

· Communicate clearly and effectively.

· Understand the three core areas of communication.

· Know the pitfalls to avoid.

· Demonstrate empathy.

· Calm the customer and keep focus.

· Understand the three basic types of human behaviour.

· Solve customer problems with a proven method.

· Dealing with difficult situations.