A one-day course.

Topics Covered:

• Telephone Systems
• Telephone Etiquette
• Customer Care
• Customer Driven Companies
• Empathy
• Create Customer Loyalty
• Levels of service. Desired v. Adequate
• Zones of tolerance – 4 factors
• Customer Delight
• What goes wrong?
• Why do we lose customers?
• Monitoring customer service issues
• Follow up calls
• Understanding needs – Enquiries
• Handling complaints
• Complaint avoidance
• Communication skills
• Listening skills
• Emotional control v. technical control
• The course includes a number of case studies and exercises to retain interest and aid understanding and memory of the points raised.