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This event is CPD accredited.
The Programme
Pre-course activity
To gain the maximum benefit from the course, before attending the course you will be sent a questionnaire to complete which asks you to consider current expectations and challenges of both your customers and of you. This will help you set the context of the course and will be used on the day as part of the course activities.
Why customers complain
- Cause and effect
- Your role and responsibilities
- Creating a customer-focused culture
The customer service process
- Top 10 essential steps
- Right first time complaint handling
- Managing and handling conflict and difficult situations
You’ll never believe what they said!
- Best practice tips – words to use
- Saying ‘no’ without risk
- It’s the way you do it that counts
Understanding Customer Expectations
- Identifying your customers’ real needs and issues
- Managing complaints and reducing escalation
- Achieving ‘right first time’ standards
Building customer relationships that lead to loyalty
- Customer relationship management
- Getting it right; Process, Product, Value and Relationships
- Setting performance standards and key performance measures
Personal Application Plan
- What do my customers expect from me tomorrow?
- Planning for change
Venue details
Venue details will be confirmed shortly.
For further information on the training facilities we use, please call us on +44 (0)20 8371 7010
Run these courses In-company
If you have 4 or more people who would benefit from this event, why not consider running it in-house?
Call us now on
+44 (0)20 8371 7011
or send us an outline of your requirements.
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