Customer Care (including Telephone Skills)

Who is the course for?

This one day workshop is aimed at front line staff dealing with internal and external customers.

What will I study?

Some of the following topics are covered:

• Understand the importance of delivering exceptional Customer Service
  - Understanding reasons for satisfaction and dissatisfaction
  - The importance of first impressions
  - Developing effective communication skills

• Establishing and meeting the needs of customers
  - Using a tailored approach, assuming responsibility and ownership

• Handling difficult customer interactions and complaints
  - Common misconceptions about difficult customers
  - Maintaining respect and co-operation
  - Understanding and responding to different behaviours

• Strategies to achieve consistency and create a memorable experience
  - Techniques to add value
  - Maintaining a professional approach to improve overall customer service and communication

How will the course be delivered?

Through classroom based activities alongside a tutor and other delegates at a similar level.

Course Entry Criteria

No specific entry criteria for this course. All welcome.

The college operates a no refunds policy as detailed below. Cancellations and transfer requests are subject to the following conditions:

• More than 4 weeks notice – no charge
• 4 weeks notice – 30% of the cost
• 2-3 weeks notice – 50% of the cost
• 1-2 weeks notice – 75% of the cost
• Less than 1 weeks notice – 100% of the cost

All cancellations must be made in writing and are subject to a £10 administration charge. The full fee’s policy is available on request.

What will I get at the end of the course?

You will receive a Blackburn College Certificate of Attendance.

What can I do next?

See our other Accredited and Non-Accredited Courses on the Website.

How much does it cost?

The course fee is only £165.00 per attendee. (Prices are subject to change)