Customer Service Training

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Introduction
This course examines how to benefit from the customer service training. Customer Service Training Course is now recognised as an exciting programme that will bring you up to date on the latest techniques and approaches that are appropriate in Customer Service.


Objectives
By the end of this course participants will be able to:
•    Understand the objectives and goals of Customer Service.
•    Know how to improve your understanding of a customers' behaviour
•    Know how to use the positive language
•    Understand how to manage objections
•    Know how to make action plans
•    Understand the needs of callers
•    Know how to build relationships.

Methodology of Training
Effective presentations for each of the topics together with interactive trainer lead sessions of discussion. There will also be practical sessions and the participants have the opportunity to practice and experience. Role-plays, case studies, DVD’s, videos, small group work, exercises and feedback will be used to facilitate learning.


The Organisational Impact
•    Participants will be able to work successfully in this course.
•    Participants will be able to describe the role of the Customer Service.
•    Improve your positive language
•    Participants are encouraged to understand the needs of callers
•    Participants will be able to build relationships.
•    Participants will be able to manage objections

 

Dates

22-26 August 2011

29 August – 2 September 2011

5-9 september 2011

12-16 september 2011

19-23 september 2011

15-19 August 2011

Location

London

Paris

Frankfort

Madrid

Rome

Vienna

Fees

           

Additional Info

  • Day 1:

     

    •    The professional and positive image
    •    Understanding a customers behaviour
    •    Customer rapport

  • Day 2:

     

    •    How to deal with customers?
    •    How to manage the conversation?
    •    How to make a good relationship with the customers?

  • Day 3:

     

    •    Responding effectively to customer queries
    •    Positive language
    •    Effective questioning

  • Day 4:

     

    •    Proactive solutions
    •    Managing objections
    •    Understanding the needs of callers

  • Day 5:

     

    •    Customer care building relationships
    •    Action Plans
    •    Documented Standards

  • Period: 4 Hours
  • Duration: 5 Days
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