Our customer service training courses can help you:
- Contribute to the internal/external customer experience
- Communicate effectively with employees and customers
- Demonstrate role model behaviour
- Value continuous improvement
- Improve customer retention levels and develop customer potential.
For managers at all levels who want to harness customer service training to deliver improved customer experiences either internally or externally.
Our customer service training courses include:
- The purpose of customer service and your role in providing it
- Understanding how to improve internal service; the relationship between the internal and external customer
- The Objective-Support Grid: its use to reconcile and share customer service objectives
- What do your customers think? The importance and value of feedback
- Communicating with customers: establishing their 'reality'
- Exceptional teams: the PERFORM characteristics
- Your role as leader: understanding the four stages of team development
- Skills to maintain and improve customer service; continuous improvement techniques
- Influencing and persuading techniques
- Negotiating effectively to establish positive outcomes
- Customer care case studies to consolidate learning
- Practical tips on improving customer service
- How to communicate benefits to your customers.
Payment:
Must be made in full no later than 14 working days prior to the course start date.
Transfers:
The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
5-20 working days before a course = 50% of the course fee
1-4 working days before a course = 100% of the course fee
To transfer a delegate please call us on 0800 022 3410.
Substitute delegates:
You can transfer a place on a course to a substitute delegate free of charge.
Cancellations:
The following charges will apply if you wish to cancel a course:
21+ working days before a course = 20%
1-20 working days before a course = 100%
Cancellations must be received in writing via email to courses@capita-ld.co.uk and must contain the full booking details including
organisation name, booking and delegate contact details.
For full terms and conditions please see Terms and conditions
page, for other queries please refer to our frequently asked questions page.