Catalyst HRD Ltd

T: 01425 402025
E: enquiries@catalysthrd.co.uk

Customer Care in the Front Line	1 Day Course

Course Objectives:

To enable individuals to: create the right impression take responsibility for superior service deal with a variety of face-to-face situations cultivate long-term relationships with clients turn complaints into opportunities calm angry customers reduce their own stress when dealing with aggressive customers

Course details:

	Creating the right impression promoting a quality image avoiding negative statements moments of truth knowing when to take responsibility acknowledging the customer dealing with enquiries avoiding frustration Taking responsibility developing long-term business relationships being positive seeing the customer's point of view using effective listening skills a 4-step approach to dealing with customers Aggressive customers understanding the causes of aggression knowing how to reduce aggression coping with your own anger dealing with unjustified complaints dealing with justified complaints turning complaints into opportunities Interpersonal skills demonstrating a positive attitude making customers feel special deciding priorities listening skills body language taking responsibility Reducing stress recognising stressors avoiding customer irritation and frustration apologising when it is not your fault reducing tension taking calls professionally not personally Using feedback to motivate Difficult situations when the order is wrong when you cannot supply saying "No" and retaining customer loyalty dealing with enquiries visitors who are kept waiting dealing with delays several visitors at once

Tailoring the Course Content:

Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

Incorporating your organisation's appraisal documentation
Referring to your organisation's policies, guides and procedures
Agreeing pre-course and post-course work
Tailoring exercises and the course manual to suit your requirements
Giving delegates advice on, and time to complete, your appraisal documentation

For further details on how Catalyst can tailor your course see Tailored Courses.

Facilitation:

This one day course is extremely practical. Each delegate will spend much of the day practicing and refining the techniques they have been taught. The informal, relaxed atmosphere enables delegates to practice dealing with a variety of 'difficult' face-to-face situations.

Who should attend?:

All front-line staff who have contact with customers. Eg sales, service, support, help desk, receptionists and field technicians.