Organisation: GBdirect Ltd
Category: Customer Service
Description: Course Synopsis
Are you striving for customer excellence: not just satisfaction?
Do you have internal or external customers who you need to impress?
Need to make your helpdesk stand out from your competition?
Want to cope with large volumes of calls?
Need to create confidence and enthusiasm in taking responsibility for the customer experience?
Want to empower yourself to resolve conflict before it escalates?
Need to get practice at using techniques to feel confident in dealing with the various demands customers have?
If the answer is "YES" - this is the course for you!
Create a helpdesk that gets compliments as well as complaints. Sound like a dream? Go on, we double dare you to be different.
Good customer service and relationship management lie at the heart of customer delight and are the key to obtaining a competitive edge. Surveys reveal that customer care skills are a major concern to the buying public who rightly expect service excellence not just satisfaction.
The workshop will be one day in length and highly practical in nature so that delegates feel like they are experiencing real situations. This will be aided by real customer examples used in the role plays. They will be able to role play their new roles and attitudes which will make the information and culture change 'stick'.
NOTE: If you want to run this as a tailored course with examples of calls that are specific to your organisation, then please get in touch. One of our consultants can spend a day with your team, getting a feel for the calls and the language you use.
Course Objectives
On completion of this training course, delegates will be able to:
Identify what 'legendary helpdesk' means in your organisation
Think and feel like a customer
Establish what the customer expects
Develop enhanced customer care skills
Deal with difficult situations
Understand how you are motivated
Learn to spot conflict signals different to your own
Use listening skills
Adapt your communication skills
Build rapport quickly
A 1-Day Course
Price: POUND £395 (+VAT)
Contact: GBdirect Ltd
Training Division
Bradford Design Exchange
34 Peckover Street
BRADFORD
BD1 5BD
West Yorkshire
United Kingdom
email:
training@gbdirect.co.uk
website:
GB Direct
Service Available In :
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