Book with Confidence: If your plans change, go virtual, come later on, or get a full refund.
Dismiss

Advanced Customer Service Management

Course Information:

Venue:Duration:Date:Price:
Online 20 hours Flexi-date£2,500.00
In-House Agreed with client FlexiblePOA
London 10 days 21-Feb£5,900.00
London 10 days 13-Jun£5,900.00
London 10 days 10-Oct£5,900.00

REGISTER NOW

    Please ensure you fill out all fields









    With your permission, we would also like to keep you updated about programs and/or services similar to the one you are enquiring about as well as special offers, L&D updates and content to help you with your ongoing learning and development. If this is okay please tick the box below

    Subscribe to our newsletter

    Your personal details are very important to us and we only use them for admin reasons only, unless you have asked to receive our newsletter and marketing. This is in accordance with our Privacy Policy

    LCT 2022 Brochure
    DOWNLOAD NOW
    LCT 2022 Brochure
    DOWNLOAD NOW

    Who should attend?

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

    • Managers and customer-facing employees wishing to raise their organisation’s level of service
    • Front-line teams who respond to verbal and written service enquiries and complaints
    • Employees in the service sector and public utilities
    • Supervisors and service team members
    • Marketing executives

    Accreditations

    Outcomes

    • Communicate more effectively and positively with customers
    • Create good first impressions and build trust levels
    • Meet high standards of response and resolution
    • Develop their own personal toolkit to lift service levels
    • Improve first contact resolution pro-actively identifying complaints and fixing them
    • Turn around entrenched, emotionally charged and dissatisfied customers
    • Analyze complaints and recognize patterns to avoid them in the future

    COURSE TOPICS:

    An Introduction to Customer Service

    • The core principles of customer service excellence
    • Understanding of the different types of customer and the value of customers and their loyalty
    • The costs and impacts of poor customer service
    • How measuring customer relationships can enable greater business success
    • Understanding unpleasant experiences

    Essential Customer Service Communication Skills

    • The language and communication skills for successful interactions
    • The message drop-out
    • The three elements of effective communication
    • Building rapport with verbal communication
    • Adapt your behaviour to meet customers’ needs or expectations

    Dealing with stress and calming upset customers

    • Understanding what makes customers upset
    • Contrast successful and difficult customer relationships
    • Strategies for calming upset customers; face-to face, over the telephone, via email
    • Understanding the stress of customer services roles
    • Managing, or eliminating, stress

    Maintaining a positive and customer-friendly attitude

    • The individual in customer service activities
    • 10 Tools to help you manage your time in customer services
    • Maintaining a ‘can do’ approach
    • Techniques for asking questions
    • Strategies for adding genuine value

    Development of a toolkit to build stronger and long lasting customer relationships

    • Why the telephone is so important to customer service
    • Recognising the customer’s preference and adapting accordingly
    • Mastering the telephone
    • Understanding the signals you send out to customers
    • Identify and negotiate the best deal/outcome possible

    Main components of a Complaints Management Process

    • Identification of the elements of an effective complaints management process
    • International standards – ISO 10002
    • Social, technological, political and economic factors that are changing customer’s expectation
    • Why complaints are important to an organization
    • The risks and benefits inherent in complaints

    What Customers Look for When They Complain

    • What makes best-in-class complaints handling
    • Setting a strategy for complaint management
    • The positive power of effective complaint handling
    • What is important to customers when they complain
    • Understand the justice customers are looking for when complaining

    People Issues

    • Why customers choose to complain
    • How complaint handlers choose to respond
    • Communication styles and emotional intelligence
    • Build rapport

    Skills and Behaviours Needed for Dealing with Complaints

    • Empathy and positive reactions
    • Listening and questioning skills
    • Dealing with difficult customers and problem behavior
    • Taking a future outcomes approach

    Learning from Complaints

    • Data capture and analysis of complaints – the complaints cycle
    • Case Study – UK Ofcom – Consumer Complaints Procedures Review
    • Customer service and culture change
    • Course summary and close

    × Available on SundayMondayTuesdayWednesdayThursdayFridaySaturday