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Extreme Client or Customer Care Course - Diploma Postgraduate (London)

By: HRODC Postgraduate Training Institute

United Kingdom

01 - 05 May, 2017  5 days

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GBP 6,000

By the conclusion of the specified learning and development activities, delegates will be able to:

  • Demonstrate an understanding of value of front-line staff to organizational effectiveness;
  • Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients’ needs;
  • Exhibit a ‘functional’ level of interpersonal relationship;
  • Communicate effectively with clients, colleagues, juniors and managers;
  • Demonstrate an understanding of the legal framework of client service;
  • Recall fundamental elements of the ‘Sale of Goods Act 1979’;
  • Recall the obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’;
  • Recall the obligation of the producer of goods and service, under the ‘Sale of Goods Act 1979’;
  • Demonstrate their ability to remain calm and courteous during unpleasant situations such as an encounter with an irate client;
  • Exhibit an understanding of the functioning of a ‘client-driven organisation’;
  • Exhibit an awareness of the high standard of service, which each client anticipates;
  • Demonstrate their ability to initiate improvements in client service;
  • Assist clients in solving their problems relating to products and service;
  • Illustrate their ability to manage internal and external customer/client care environments;
  • Demonstrate their expertise in leading a customer/client care team;
  • An understanding of the fundamentals of leadership and management;
  • Exhibit leadership in dealing with ‘the irate customer/ client’;
  • Provide examples of the legal application of ‘Fitness For Purpose’;
  • Demonstrate their ability to contribute to the maintenance of customer/ client loyalty;
  • Illustrate their understanding of the need to empower front-line staff to redress ‘dissatisfactory client/ customer situations’;
  • Exhibit a willingness to seek help and advice from colleagues and managers, when faced with difficult situations.

This Course is designed for:

  • Customer Service Representatives;
  • Sales Professionals;
  • Sales and Customer Service Supervisors and Managers;
  • Reception Administrators;
  • Front Line Workers;
  • Business Owners;
  • Entrepreneurs;
  • Anybody who comes into contact with customers
London May 01 - 05 May, 2017
GBP 6,000.00 + 300.00 (VAT)
(Convert Currency)

+44 7736147507; +44 1902 763607; +44 2071935906

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