Book your Delivering Excellence in Customer Service via Email and on the Telephone Training Course
This one day course is being run three times between Friday 22nd June 2012 and Monday 17th December 2012 in London,
Book this course with us today from as little as £506.41 + VAT and with our price guarantee you can be confident of getting great value. Our team of experienced independent booking administrators will make the joining process painless and by providing feedback on your experiences you’ll also influence the Coursebookers independent course ratings.
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Locations/dates for this course
| Date | Provider | Location | Rating | Price | ||
|---|---|---|---|---|---|---|
| Friday 22 June 2012 | Hemsley Fraser | London |  | Save £62.59 | £506.41+VAT | |
| Monday 10 September 2012 | Hemsley Fraser | London | | Save £62.59 | £506.41+VAT | |
| Monday 17 December 2012 | Hemsley Fraser | London | | Save £62.59 | £506.41+VAT |
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Summary:
This one day workshop focuses on the latest thinking on how to deliver a differentiated customer experience via email and the telephone. Being aware of the do’s and don’ts makes the difference in developing long-term customer loyalty.
PreRequisites:
To gain the maximum benefit from the workshop, you will be asked to print off and bring with you two specific types of emails, one which you think is very good and one which you know could have been better. These will be used on the day as part of the workshop activities to examine and develop best practice templates for future use.
Audience:
Suitable for individuals who interact with both internal and external customers where the use of email and telephone communication is high.
Objectives:
By the end of this course you will be able to:
• Understand the importance of projecting the 'brand image' of your organisation.
• Understand how to identify your customer's real need.
• Assess and change your behaviour when managing difficult situations.
• Understand your personal impact on customers - do's and don'ts.
• Plan and manage your response to your customers.
• Use top 10 best practice techniques for managing the interaction.
Outline:
- Professional Customer Service
- Sounding Out Customers' Real Needs
- Understanding Personal Impact - Do's and Don'ts
- Developing a Customer Focused Relationship
- Email and Telephone Best Practice Techniques
- Personal Application Place
Description:
This workshop is designed for customer service providers who need to know the latest thinking on how to deliver a differentiated customer experience specifically via email and on the telephone. The workshop will provide you with a unique collection of prompt cards offering 'top tips' and will equip you with the skills to manage your customer service interaction in the most up-to-date and effective way.
Hemsley Fraser
Hemsley Fraser is a highly dedicated global innovator and leader in learning and people development. All courses are designed and delivered by highly skilled and knowledgeable consultants who are passionate about helping people learn. With over 32,000 customers worldwide and with an impressive portfolio with courses in excess of 1,700 unique subjects.