Communicating difficult messages, conflict and complaint handling
This course is intended for anyone who deals with customers particularly over the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues. Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs it’s also about defining what they really want, even when they are not sure themselves! The course will help participants react better to customer needs and deal with situations when they become difficult.
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At the end of the course participants will be able to: