Calming the storm - Difficult Customer Resolutions

Course Overview:

In every organisation, it is inevitable that at some stage a customer problem can occur. It is not always the problem that the customer will remember but it is how the problem was dealt with that will always be recalled. Effective and efficient service recovery will often determine whether that customer remains loyal to your organisation, or chooses to use a competitor. This course aims to examine effective ways to improve customer relations through problem solving.

Entry Requirements:

No formal qualifications are required to allow entry onto this course.

Course Delivery:

Throughout the curse, learners will be given the opportunity to:

Identify specific customer problems
Suggest effective methods to solve problems
Identify who they can ask for help
Recognise good and bad problem solving techniques~
Recognise the effects of poor service recovery
Identify ways to improve service recovery based on customer feedback

The course is delivered using a mix of activities and group discussions. Activities will include identifying your organisations products and/or services, and advising on their features and benefits.

Progression Opportunities:

NVQ in Customer Service (depending on job role/activities) plus a selection of 1 day Customer Service and Communication workshops are available, including: