Course Code: CUSTRELA

Duration: 1 Day

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Course Aims:

To enable you to develop long lasting relationships, manage expectations and understand the root cause of customer complaints

Course Pre-requisites:

This programme is for you if you are a customer relationship manager, team leader or responsible for managing customer complaints. The course helps you to realign your customer service process to focus on the things that are really valued by your customers.

Course Objectives:

On completion of this course delegates will be able to:
▪ Analyse your customer service process and improve its value to your customer
▪ Understand why your customers complain
▪ Use a variety of techniques to develop a customer focused culture
▪ Apply an effective approach to handling difficult situations
▪ Understand how to say ‘No’ but retain their custom
▪ Build relationships that lead to loyalty

Course Content:

Introduction and Objectives

The Customer Service Process
▪ ‘Right First Time’ complaint handling
▪ Managing conflict
▪ Saying ‘No’ without risk
▪ Showing credible ownership

Why Customers Complain
▪ Cause and Effect
▪ Your role and responsibilities
▪ Creating a customer focused culture
▪ Communication barriers
▪ Building trust

Building relationships that lead to loyalty
▪ Customer relationship management
▪ Getting the process, product and values right
▪ Setting performance standards and key performance measures

Understanding Customer Expectations
▪ Identifying customers real needs and issues
▪ Managing complaints and reducing escalation
▪ Achieving ‘right first time’ standards

Action planning

Review of Programme