Exploring Customer Relationships


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Delegates will have a full understanding of the Customer Service Role in the business, helping them to understand the attitude and knowledge they need to have to be confident with customers enabling them to meet and beat their “customers” expectations. Delegates will also gain an understanding of what good or bad customer service looks like, legal aspects of customer service and dealing with complaints.

  • Complaints and difficult situations
  • What causes complaints to arise
  • Common complaints
  • Impact of complaints
  • Tools to overcome and diffuse situations and protect organisational credibility and
  • reputation
  • How to deal with complaints professionally and cost effectively
  • How to deal with conflict within a team
  • To understand why Customer Service is important
  • Knowing who your customers are both external and internal
  • The factors which need to be in place to exceed Customer Service expectations
  • Understanding the skills, knowledge and attitude required to provide exceptional Customer
  • Service
  • To identify the vital skills for professional Telephone Techniques
  • To clarify stages of the Telephone Call
  • Posting transactions and balancing the accounts