Location
Spain, - Barcelona
Dates
Dates flexible
Course Type
Professional Training Course
Accreditation
Yes (Details)
Language
English
Price
$4,500

Course Overview

Excellent customer service is a vital tool to any organisation that seeks to win and retain its customers. Any company seeking to differentiate itself from its competitors would benefit in demonstrating their company vision or brand values through front-line staff's attributes and behaviours.

Who should take this course

This program is designed for customer service staff agents whether on the phone or face to face who are new to the role of customer service mangement or who would like to develop their skills further.

Accreditation

CPD

Course content

The benefits of excellent customer service:

Customer Service Principles Evolution and Purpose. The benefits of excellent customer service.

Customer psychology:

What are your customers' expectations? Serving the internal customer.

Enhancing your interpersonal skills:

How to be liked by the customer. Customer personality types. Listeners are said to be the best communicators how to perfect your listening skills. Questions if you don't ask you won't find out. How to read body language signals. How to turn difficult situations into opportunities. Why do customers complain? Why should we encourage complaints? The Customer Loyalty Chain. Customer behavioral types and how to deal with them. Understanding and managing emotions. Creative thinking to go that andextra mile' Dealing with difficult customers. Handling Objections.

Measuring and monitoring individual customer service:

Encouraging feedback from customers. Encouraging feedback from colleagues. Measuring your customer service.

Getting the right customer service attitude:

Saying and no' professionally. Avoid taking things personally. Customer service values and guiding principles vision and mission. Measuring performance. Practical case studies.

Creating an image and name your team:

Types of Teams. Developing Team Norms.

Stages of Team Development:

Forming Preforming Clear Purpose. Participation Listening Coaching & Motivating the Sales Team. Performance Appraisal. Coaching & Motivating the Sales Team. Performance Appraisal Exercises and case studies. Assessment of training program.

About Course Provider

London Training for Excellence offer a wide range of training courses in London for organisations and individuals who wish to advance their skills and knowledge in the business world. With a great training centre in London, London TFE have everything that is needed to understand the basic needs of a business. Each course focuses on the ‘real-life’ issues a business could face and how to tackle them with ease.

London TFE have a team of enthusiastic leaders and instructors who share a passion for education and want to deliver that same passion to every individual who wish to take a business to succession. Each training courses London encourages individual to aim high and reach their full potential.