Course description
Advanced Customer Service Management
Upcoming start dates
Choose between 2 start dates
Who should attend?
Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:
- Managers and customer-facing employees wishing to raise their organisation’s level of service
- Front-line teams who respond to verbal and written service enquiries and complaints
- Employees in the service sector and public utilities
- Supervisors and service team members
- Marketing executives
Training content
Week 1:
- An Introduction to Customer Service
- Essential Customer Service Communication Skills
- Dealing with stress and calming upset customers
- Maintaining a positive and customer-friendly attitude
- Development of a toolkit to build stronger and long-lasting customer relationships
Week 2:
- Main components of a Complaints Management Process
- What Customers Look for When They Complain
- People Issues
- Skills and Behaviours Needed for Dealing with Complaints
- Learning from Complaints
Costs
Please contact us for more information on pricing.
Certification / Credits
By the end of the course participants will be able to:
- Communicate more effectively and positively with customers
- Create good first impressions and build trust levels
- Meet high standards of response and resolution
- Develop their own personal toolkit to lift service levels
- Improve first contact resolution pro-actively identifying complaints and fixing them
- Turn around entrenched, emotionally charged and dissatisfied customers
- Analyse complaints and recognize patterns to avoid them in the future
Why choose LCT International?
We have trained over 2,500 delegates from almost 600 client organisations
Complimentary Heathrow transfer (one-way)
Endorsed by various organisational and subject specific accrediting bodies
Contact this provider
London Corporate Training (LCT)
London Corporate Training have been established in the education, consulting and training industries for two decades. They work as a training team from their head office in London and aim to ensure all of their course participants receive the highest...
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