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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:

14 Oct 2019 to 25 Oct 2019 London
24 Feb 2020 to 06 Mar 2020 London
15 Jun 2020 to 26 Jun 2020 London
12 Oct 2020 to 23 Oct 2020 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 course was very useful and interesting for me. I will be able to use the knowledge obtained from this training in my work on a daily basis. The biggest benefit is that the consultants oriented the content of the course to the individual needs of the delegates. I would be glad to come back for further training with LCT in the future.
Internal Oversight Officer
European Union Monitoring Mission, Georgia