greenshoots | Science of Customer Care

2010 - present

2010 - present

The Science of Customer Care

Course Overview

 

This workshops is designed to help those working in customer or client facing roles. We all appreciate that customer care is vital to a successful business, and that it is much easier to keep an existing customer happy than to win new ones.  That's why this course takes you through all of the skills and techniques you need to provide fantastic service and to keep them coming back for more.

 

 

Course Benefits

 

  • Increase confidence when communicating with clients

  • Reduce complaints and increase repeat business

  • Provide resolutions to any dissastisfied customers assertively

  • Manage and exceed clients' expectations

 

 

Course Prerequisites

 

None

 

 

Overall Aim

 

For delegates to display the key skills and techniques to provide excellent customer care.

 

 

Objectives

 

  • To understand the importance of good customer care

  • To display best practice when dealing with telephone calls

  • To demonstrate essential communication skills to build rapport

  • To appreciate the importance of complaint handling models and how these can be used effectively

 

 

Course Breakdown

 

Section 1
  • Customer service skills

    • Why is it so important?

    • What are clients' expectations

    • How to manage clients' expectations

Section 2
  • Communication skills

    • Building rapport, trust and a relationship

    • Raising awareness of tone, language, pace

    • Listening skills

    • Questioning skills

Section 3
  • Dealing with complaints and challenging customers

    • Complaints handling model

    • Handling objections - staying in control

    • Defusing anger and validating concerns

 

 

Content will vary depending on workshop length chosen. Full support materials are provided via access to our virtual learning environment together with online evaluation and post-course follow-up.

 

 

Lorna Rose

Alison has over 20 years' experience working within global industries, retail management and training. She is a qualified trainer who holds a wealth of direct experience working to coach staff at all levels to improve team performance.

 

She specialises in providing leadership programmes,customer service excellence and sales and management development skills. Through Green Shoots Learning and her own business Darrington Training, she helps businesses build training initiatives to achieve business goals and is proficient in training needs analysis.

 

She is a qualified coach who will support under-performing divisions and individuals to achieve so much more.

Alison Darringon - Soft Skills & Sales Skills Trainer & Coach

Meet The Trainer

Lorna Rose Lorna has worked in the training arena for over 14 years and is City & Guilds qualified and a member of the CIPD. She has worked in-house for a number of professional service businesses and concentrates on designing, writing and delivering effective, engaging and enjoyable workshops.  

Creating flexiblity through customisation

The workshops above costs £950 + VAT based on a maximum group size of 12 delegates.

 

We probably can’t provide all of the answers to all of your questions online so please call us on 0333 344 4031  to discuss your requirements.

 

The workshop content above is provided purely as a guide as all Green Shoots Learning courses are customised to best suit your business requirements. Pre-workshop consultancy is provided for all bookings, either in person or over the telephone where we will work with you to build in your company procedures and best practice.  

 

All workshops and courses include full support materials accessed from The Green Shoots Academy e-learning platform, note-pad and pen, all exercises and any printed handouts required for the day, on-line evaluation, personal action cards, individual 4 week delegate follow up and a full post-workshop Client report.

 

Our workshops can be run on-site or at a convenient public location (we will even sort out room hire for you if needed), across Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk.

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