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Achieving Customer Care Excellence

Two-Day Course: Presented by MONDALE IT Training Ltd. 01635 573555


The purpose of this course

This course is designed to enable service providers and managers to develop the skills and commitment to deliver a level of service that will significantly increase customer retention and customer referrals.

Benefits for the individual

Delegates will develop more confidence: become more self-assured and more influential in interpersonal situations and as team leaders.

What the course will cover
  • Understanding the customers real needs by listening
  • Generating creative and imaginative service ideas
  • Managing complaints and recover incidents of service failure
  • Managing unrealistic expectations
  • The importance of the first impression
  • Identify the personal and organisational blocks to customer service
  • Introduce the service standards at every point of customer contact
  • Monitor and measure progress
  • The L.A.S.T. procedure for complaint handling
  • Projects Include:
    • The Disappointed Guest
    • The Distracted Guest
    • The Disruptive Guest
  • Video Clip: The Disruptive Guest

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