I will not forget the training I have had at LCT. The training consultants are of the highest quality. I also really appreciate the customer orientation at LCT. You really take care of your participants.
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Customer Service Management
Course Ref: M.8
Course Subject: Management Skills
Who should attend?
This course has been designed for those who understand the importance of improving their customer service in the long term and is suited to those who deal with managing customer service or customer relationships; customer service professionals, service agents, front-line workers, managers, supervisors and business professionals who interact with customers and wish to improve both their skills and organisational success.
To understand the impacts and effects of poor customer service and become more aware of the link between good customer service and organisational success
To generate ideas to make improvements to the way they work with and respond to their customers
To understand and meet the ever-increasing needs of their customers
To make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication
To be able to Handle “difficult” customers more effectively and confidently
To become more customer focused in their work
To learn the importance of team work in customer care
An Introduction to Customer Service
Who are “the customers”?
The costs and impacts of poor customer service
Knowing your customer make up
Understanding unpleasant experiences
Essential Customer Service Communication Skills
The message drop out
The three elements of effective communication
Building rapport with verbal communication
Calming Upset Customers
Understanding what makes customers upset
Avoiding upsetting customers
Key steps in calming upset customers
Strategies for calming upset customers; face-to face, over the telephone, via email
Telephone Based Customer Service
Why the telephone is so important to customer service
Mastering the telephone
Time and Stress Management
How good is your time management?
10 Tools to help you manage your time in customer services
Understanding the stress of customer services roles