Module 1 : Introduction

Module 2 : The customer-led approach

• What constitutes a customer-led approach in customer care
• Why a customer-led approach is important
• How to put the customer first
• How to make the customer feel special

Module 3 : First impressions – making them count

• Why first impressions are important
• The factors that determine first impressions in a face-to-face meeting
• The importance of courtesy
• Why first impressions are about more than just words

Module 4 : Communicating effectively

• Why rapport is important to customer relationships
• Some simple techniques for building rapport
• How to use Active Listening
• The importance of body language

Module 5 : Complaint handling

• How to uncover the real issue in a customer complaint
• How to empathise with a customer
• Methods of reversing a situation
• The polite way of saying “no”

Module 1: Customer Care

• Understand the key factors that drive customer service and positive experiences
• Learn how to utilise bad customer service strategically to drive business improvements
• Discover how to effectively collect customer information and identify expectations
• Find out how to tangibly measure customer loyalty and increase customer retention

Module 2: Customer Service Practices

• Gain an accurate understanding of current customer service processes at all levels of your organisation
• Identify which processes are benefiting the customers and the company and which are hindering success
• Understand how customer service influences the customer’s impression of your company and its reputation
• Identify where your company and its employees are not meeting the needs of customers and are not demonstrating the essential factors that constitute excellent customer service

Module 3: Customer Services Implementation

• Learn about customer service processes: their relevance and steps for implementation
• Understand how to use metrics to develop a progressive customer care model
• Explore the internal aspects needed to drive continuous development
• Comprehend the significance of the customers’ values and perceptions

Module 4: Managing Customer Relationships

• Understand the key aspects and significance of customer relationship management
• Learn how to identify and overcome barriers to exemplary customer service
• Uncover how to leverage technology, processes and people to improve customer relationships and satisfaction
• Appreciate the role that feedback and monitoring plays in establishing a good customer care framework

Module 5: Personal Development

• Understand the importance of self-directed learning and how to choose direction
• Comprehend the qualities, traits and skills which are needed for your role
• Learn how to write achievable objectives which empower and motivate you
• Find out how to stay on track with complex and long term goals

Module 1: Developing an understanding of human behaviour

• Understand the six universal human needs and how they drive individual behaviour.
• Learn how to incorporate Transactional Analysis communication skills in the workplace to reduce conflict and increase effectiveness.
• Be able to recognise and minimise counterproductive workplace behaviour.
• Grasp the importance of employee recognition, appreciation and autonomy for productivity and work quality.

Module 2: Handling difficult people

• Identify what behaviours make a person difficult and how you can identify them
• Learn how to handle difficult people, focusing on solutions to difficult situations and people.
• Find out the underlying causes of difficult behaviour and awkward personalities
• Learn how to confidentially challenge people and reduce unnecessary conflict

Module 3: Dealing with difficult situations

• Understand the psychology of difficult employees and awkward customers
• Learn how to deal with difficult situations and difficult people in the work place
• Uncover more about the different types of difficult employees
• Discover the tips for managing difficult employees, bosses and colleagues

Module 4: Interpersonal Skills for handling difficult People

• Develop personal skills and resilience for dealing with difficult people
• Understand how to overcome conflict and move towards negotiation
• Learn how to create effective relationships in life and at work
• Discover how to extract as much information as possible by actively listening

Module 5: Personal Development

• Learn how to reduce your emotional reactions to others by not taking matters so personally
• Uncover some of your own limiting behaviours and attitudes towards life and others
• Find ways to create a more positive attitude to life and create a better experience for yourself
• Understand how our environment and perceptions influence our physical and mental health

Module 01: Introduction

Module 02: Tips for Providing Better Customer Service on the Telephone

Module 01: Introduction

Module 02: Focus on the Customer

Module 01: Introduction

Module 02: Using Body Language

Module 01: Introduction

Module 02: Effective Customer Service

Module 03: Tips and Tricks for Effective Customer Care

Module 01: Identifying Your Target Market

Module 02: Effectively Engaging Customers

Module 03: Optimising Social Media

Module 04: The Science of the Customer Database

Module 05: The Art of the Personal Touch

Module 01: Why Customers are Crucial for Business Success

Module 02: How to Treat Customers Well and How it Benefits Your Business

Module 03: The Other Side (When Customers are not Always Right)

Module 04: Why it’s Wrong to Say that the Customer is Always Right

Module 05: How to Resolve Situations when the Customer is Not Right

Module 1 : Anatomy of a Complaint

Module 2 : Controlling Complaints

Module 3 : Psychological Considerations

Module 4 : Recognising Severity

Module 5 : Complaints Process and Analytics