CUSTOMER CARE & COPING AT THE SHARP END

AIMS

To make drivers aware of how they can improve the company’s image.
To make drivers aware of how they can give customers a positive experience at the point of contact and provide drivers with the tools to deal with challenging/difficult customers.

OBJECTIVES

By the end of the programme delegates will be aware of:

• Common Customer Relations Issues
• Identify Internal/External Customer Types
• Behaviour to adopt to help enhance the image of the company
• The commercial and financial effects of a dispute
• Skills and Attitude
• Customer Care Rules
• Communication Skills
• Assertiveness
• Dealing with Difficult People
• Dealing with Conflict
• Handling aggressive or violent behaviour, threats and intimidation

Course details & dates

Course Length: 1 Day
Price: €120 incl. VAT per delegate
Venue: Hamrun