Book your Maximising Customer Satisfaction in a Technical Environment Training Course
This two day course is being run four times between Thursday 26th July 2012 and Monday 5th November 2012 in Manchester, London, Edinburgh,
Book this course with us today from as little as £940.00 + 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.
Expert Help
If you would like
advice, or to book, call
one of our experts on
Open: 9am - 5:30pm
Monday- Friday
Locations/dates for this course
| Date | Provider | Location | Rating | Price | ||
|---|---|---|---|---|---|---|
| Thursday 26 July 2012 | QA | Manchester |  | £940.00+VAT | ||
| Thursday 30 August 2012 | QA | London | | £940.00+VAT | ||
| Monday 10 September 2012 | QA | Edinburgh | | £940.00+VAT | ||
| Monday 05 November 2012 | QA | London | | £940.00+VAT |
|
|
Book your course now with Coursebookers!
Making an enquiry to Coursebookers couldn't be easier, just fill out the form to the left or call 01920 460232 and our team will be in touch within 48 hours.
Remember:
- Not only are we great value, we can also boast no booking fees
- Human administrators make booking & coordination simple and painless
- Coursebookers is vendor neutral we can offer unbiased and independent advice
- If you have complex booking requirements we're happy to help! Call our team on 01920 460232 to discuss your needs
- We ensure all our courses meet our high standards, meaning you'll only ever see "the best of the best" on Coursebookers!
Summary:
People who work within IT environments are usually recruited for their technical expertise. However, increasingly these departments are becoming more and more customer focused – both customers internal to the organisation or external clients.
The workshop is designed to give you a greater understanding of the role IT plays in any organisation and to enhance the customer focus skills necessary in today’s competitive business environment.
You will benefit from this course if you work in a technical environment providing services to internal and/or external customers, and want to maximise your impact on delivering customer excellence.
Audience:
- Do you want to understand how your IT role fits in to your organisation?
- Do you want to improve the experience that customers have with your team?
Objectives:
- identify good and bad customer service behaviour
- identify the five stages needed to build rapport
- obtain from customers a clear understanding of their expectations
- recognise and use techniques such as matching, pacing and signalling to control the call
- use effective questioning techniques to clarify customer requirements and expectations
- portray a positive image of your company
- demonstrate the importance of taking responsibility to achieve customer satisfaction
- recognise the importance of language indicators and adjust your conversations accordingly
- identify your preferred behaviours when communicating
- explain transactional analysis and use it to deal more effectively with customers
- handle challenging callers calmly and confidently
- demonstrate how you will reassure customers that their needs will be satisfied.
Outline:
- Personal objectives for the course.
- The importance of your job role.
- What constitutes excellent customer service and experiences?
- What makes excellent service face to face and over the telephone?
- Structuring a conversation with a customer and the stages in the process.
- Levels of communication.
- The importance of using matching techniques.
- Questioning techniques and listening skills.
- Projecting a positive, take action attitude.
- Language and positive reframing.
- Summarising and closing a call/conversation.
- The transactional analysis model.
- Matching language – advanced rapport building.
- Steps for dealing with challenging customers.
- When and how to say “enough”.
- Top telephone tips and techniques.
- Telephone practice and feedback.
- Completion of a personal action plan.
Description:
People who work within IT environments are usually recruited for their technical expertise. However, increasingly these departments are becoming more and more customer focused – both customers internal to the organisation or external clients.
The workshop is designed to give you a greater understanding of the role IT plays in any organisation and to enhance the customer focus skills necessary in today’s competitive business environment.
You will benefit from this course if you work in a technical environment providing services to internal and/or external customers, and want to maximise your impact on delivering customer excellence.
Additions Info:
No pdf
QA
QA training has over 25 years of experience of supplying high standard training courses in many Business, Management and IT Technical areas. Since 1983 the company has grown to have 25 training centres across the UK offering businesses routes to advance on a local and national level.
QA have a dedicated team of permanent instructors and teaching consultants who constantly improve the courses to ensure the highest possible standard of training is available.