Resolve Customer Service Problems |
 |
|
| |
|
Overview
The delivery of excellent customer service involves meeting and exceeding customer expectations. However, even if your customer service overall is excellent, some customers will experience problems. Part of your job is to resolve these problems. Some problems are reported by customers. In other situations, you spot the problem first and resolve it before your customer has even noticed that there might be a problem. For this unit you need to resolve both types of problem having looked at all the options. This unit is particularly important to customer service because many customers judge the customer service of your organisation by the way in which their problems are resolved.
Who should attend?
People working in the retail and customer service environments.
Benefits
You will have the skills to deal with the situations that arise when customers have problems.
Qualifications
This course provides the underpinning knowledge for and can count towards the award of an NVQ in Customer Service Level 2, or of an NVQ in Retail Skills Level 2.
Platform : Interactive workshop.
| Duration : 1 day
Price Per Course: £200 ex.VAT
Course outline
Identify customer service problems
• Communicating with your customers about their problems.
• Identifying and reporting repeated problems.
• Identifying problems before they begin to affect your customers.
Select the best solution to resolve customer service problems
• Identifying the available options for resolving customer service problems.
• Selecting options for solutions for your customer and your organisation.
Implement the solution to customer service problems
• Taking action to implement the option agreed with your customers.
• Ensuring that commitments are kept.
• Keeping your customers fully informed about what is happening to resolve problems.
• Ensuring the problem has been resolved.
• Managing unsolved problems. |
| |
| To book this course, please use the online booking form or telephone the Business Development Team on 020 7241 7499 or email sales@theinnovatory.com
|
|
|
|
