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Advanced Customer Service Management

This course is recognised by the British Accreditation Council (BAC)

This course is recognised by the Institute of Leadership and Management (ILM)


Course Code: OP.9
Subject: Operations Management
Course Fee: £4500 + VAT (20%)

Dates for this course:

25 Feb 2019 to 08 Mar 2019 London
17 Jun 2019 to 28 Jun 2019 London
14 Oct 2019 to 25 Oct 2019 London
     

Who should attend?

Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

Learning Objectives

Course Content

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

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

Testimonials
The overall experience I had at LCT was excellent. Very good customer service all round. The staff were friendly and attentive to my needs. I was grateful that the course was not cancelled even though I was the only scheduled attendee. The training turned into a one-to-one session which I was very happy with. The consultant did a great job of personalising the course and making the material relevant to my line of work. I also welcomed the provision of handouts after the course. Finally, I found the catered lunch service to be very good in comparison to other training courses I've been on.
Contracts Manager
Plexus PLC, United Kingdom