Course details
This half-day programme is aimed at managers, supervisors and team leaders who have customer service staff reporting to them and who want to learn some techniques to create a more positive and customer focused company.
BENEFITS OF ATTENDING THIS COURSE:
FOR THE ATTENDEE:
- Your staff are more confident in their ability to manage customer conversations and to diffuse customers who are angry and upset
- The staff are more positive therefore contribute to a more positive environment for everyone
- Reduced stress from staff through better questioning which enables them to build up a complete understanding of customer needs and accelerates problem resolution
- Increased job satisfaction to staff as they can see how their contribution can positively impact customer satisfaction scores and bottom-line results
- Increased productivity from staff as less time is spent on fire fighting and unnecessary escalations
- Customer service teams and management using a shared language and demonstrating consistent service and strategies internally and externally
- Increased business from existing customers
- Enhanced market reputation as a customer focused organisation.
FOR THE CUSTOMER:
- Customers feel that they have been 'heard' and understood and are confident that their requests will be dealt with in a professional and timely manner.
- Improved customer satisfaction by word of mouth and reputation as customers appreciate that your people make promises they can keep and keep the promises they make.
COURSE CONTENT:
- Understanding The Benefits Of Quality Customer Care
- Consequences Of Bad Customer Service
- How To Create A Customer Centered Department
- The Importance Of Listening
- Traits Of Memorable Managers
- Top Customer Complaints And How to Handle Them
- Delivering "Bad News" To Staff or Customers Positively
Course Location
About Training & Selection Services Ltd
TSS Training is an established training and development company with offices in Dublin and Cork. they specialise in the development of Managers, Salespeople and Customer Service staff by offering a wide range of business skills development programmes throughout Ireland and the UK.
All of their training programmes can be personalised by their training team and presented exclusively to ytheir staff at ytheir convenience on or off ytheir business premises. The main benefit of in-house training is that any business ctheirse they offer can be modified to satisfy ytheir team’s specific training requirements and company needs.
The objective of all their training programmes is to give the delegate new skills to transfer back to the workplace, thus improving productivity and performance.
WHY TRAIN?
By teaching “Best Practice” skills they can help improve productivity and performance.
Interactive training is an excellent way of motivating and re-energising ytheir staff.
By improving inpidual skill levels you give people new confidence in their own ability and a feeling of ownership of their role in any organisation.
Training enctheirages team building and mutual employee understanding of each-others role in different departments within any organisation.
Helps to boost staff morale and gives employees a feeling of value within their organisation.
Provides a correct foundation for new starters and prevents bad habits forming.
Proven to reduce staff turn-over and help plan long-term career progression.
WHY TRAIN WITH TSS?
Experienced - TSS Training is in business 14 years with over 1,000 clients in Ireland & The UK.
Experienced - they deal with a wide range of clients in many different sectors.
Service - they can supply management and selling styles profiles on ctheirse completion.
Service - Conduct an introduction meeting and a debrief meeting for each programme
See all Training & Selection Services Ltd courses- Caring for Your Customers’ Needs Certification Courses Distance Learning Ltd.EUR 48
EUR 96Duration: Upto 1 Hour - Meeting and Greeting Customers Certification Courses Distance Learning Ltd.EUR 48
EUR 96Duration: Upto 1 Hour
