Course description
Professional Customer Care on Calls - Webcasts & Emails
Bespoke Training & Tutorial sessions in 1 hour packages are available to individuals and groups with mutually agreed schedules on skype or ZOOM platforms.
Each session will be a real-time, highly interactive, tutorial / coaching / training facility supported by reference materials, case studies and can include the Paradigm Profilers – if required. They’ll also be positive, energising and good humoured.
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Upcoming start dates
Training Course Content
Module One
Making a personal difference
- How do you measure customer care?
- Professional Telephone Manner
- Making a difference
- Taking ownership
- Positive mental attitude
- Developing your EQ
- Displaying professionalism at all times
- Using positive language
- Avoiding assumptions
Module Two
Gathering information and offering solutions
- Asking the right questions
- Active listening skills
- Summarising and clarifying skills
Module Three
- Email Etiquette
- Establishing standards of professionalism
- Structure and clarity
- Top Tips
Module Four
Dealing with difficult situations
- How to give a ‘service’ no
- Demonstrating empathy
- Assertiveness techniques
- Handling a complaint
- Problem solving
- Making an authentic apology
- Making realistic promises and keeping them
Why choose Dickson Training Ltd
97% return rate on clients who invite us back to work with them again
Training provisions to over 100 clients for over 2000 participants
100% pass rate on our ILM Train the Trainer programmes
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Expenses
Costs & discounts will be agreed on specific requirements based on number of hours required and number of Participants in receipt of the provisions (plus the Paradigm Profilers option)