CUSTOMER SERVICE MANAGEMENT

Course Reference: OP.9A
Duration: 5 days
Location: London

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

 

By the end of the course delegates will be able to:

• Generate ideas to make improvements to the way they work with and respond to their customers
• Meet the ever-increasing needs of their customers
• Make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication
• Identify and solve problems related to customer satisfaction and the performance of customer service providers regarding their key performance areas
• Manage “difficult” customers more effectively and confidently
• Be more customer focused in their work
• Apply team work in customer care
• Improve handling of customers by frontline customer service providers.

• 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

Executive Laptop
£600

Operating System: Windows 10

Processor: Intel Core i5 2.4GHz

Memory: 6GB DDR4

Storage: 1TB HDD

Display 15.6"

 

Apple iPad
£550

Capacity: 128GB

9.7" Retina display

A10 chip with 64-bit architecture and M10 motion processor

Wi-Fi and Cellular

 

Manager Laptop
£400

Operating System: Windows 10

Processor: Intel Core i3 2.8GHz

Memory: 4GB DDR4

Storage: 500GB HDD

Display 15.6"

 

Laptop specifications are subject to change without notice. The above specifications are only for illustration purposes. A similar or superior laptop will be issued where possible. We will always source the best quality brand new laptop at the time of purchasing. The invoice must be paid in advance before the laptop is released to the delegate.