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Customer Care skills

Service excellence

Customer service excellence

In today’s competitive markets, high quality customer service determines the winners and losers. This customer service training course provides you with the tools and techniques needed to ensure excellent customer care and service are built and maintained.

Cost: £475 + VAT
Duration: 1 day(s)
Available dates and locations
  • London
    • Friday 27/07/2012
    • Monday 17/09/2012
    • Tuesday 23/10/2012
    • Tuesday 20/11/2012
    • Tuesday 18/12/2012
  • Identify what customer care is
  • Deliver a more professional service to exceed customer expectations
  • Evaluate current practices and improve overall levels of service
Specifically designed for front-line and support staff that provide a service to external and internal clients. This can be by using the phone or face-to-face interaction.
  • The principles of customer care and how to improve it
  • Identifying who your key customers and stakeholders are
  • Establishing the key priorities and preferences of your customers
  • The three ‘Vs’ of communication and the consequential impact on customer interaction
  • The importance and impact of communication in customer facing relationships
  • How to improve your own communication style
  • Staying effective on the telephone using the etiquette
  • How to build long-term relationships through active listening and support
  • Managing different customer behaviours
  • Using the four steps to develop a more assertive behaviour
  • Create a personal action plan to improve your customer-service skills

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.

Testimonials

"The course was very helpful and gave me a clear understanding on customer service and how to get on with other people better."
Receptionist, Stear Davies

"Excellent! I have learnt a lot!"
Administrator, QinetiQ Amey

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Enquiries

For more information on any of our services contact:

E: enquiries@capita-ld.co.uk
T: 0800 022 3410