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CourseGolden Rules of Customer Care

Course Details

Venue:Commerce House, Stoke on Trent
Duration: One Day (9.30am - 4.30pm)
Trainer: Steve Bracey
Cost: £185.00+VAT - Members                        
£230.00+VAT - Non-Members  

Overview
In a successful and established organisation, it is easy for staff to take customers for granted.  Very few staff are deliberately unco-operative with customers and yet, every day, some customers will fail to be treated like the VIP's they really are.   Objectives This overview is designed to enable delegates to be aware of the importance of customer care and how it effects them as individuals whether the contact is on the telephone or face-to-face. Content includes:

• ¨ Why customers matter
• ¨ Creating the right impression
• ¨ The art of communication
• ¨ Finding out what the customer wants
• ¨ Living up to expectations - Telephone, Verbal communication, Dealing with complaints, Taking messages accurately, Transferring calls, Effective listening, ‘Selling' your organisation, Face to Face, Visual communication and Using body language
• ¨ Exercises

IT COSTS FIVE TIMES MORE TO GET NEW CUSTOMERS THAN IT DOES TO KEEP EXISTING ONES

Course Details

Course Date: 20 November 2012 Cost For Members: £185 + VAT Cost For Non-Members: £230 + VAT

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