04 Feb, 16 Mar, 07 Apr, 24 May, 25 Jun, 09 Jul, 09 Aug, 24 Sep, 13 Oct, 23 Nov, 21 Dec 2010
Time: 2.00 – 5.30
Location: All courses are held at either: 66
Wigmore Street, London W1 or 100a
Chalk Farm Road, London NW1
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Who should attend
This training course is for everyone who has to professionally address "challenges" from unhappy customers, because their organisation either did something wrong, or was perceived to do so. So often we have to recoup lost ground, because a colleague has handled a complaint badly, or portrayed an attitude that's offhand.
Objectives of the course
To ensure that a typical 68% of customers don't go to your competitors because your organisation dropped it's guard. Remember, you're only as good as the last job you completed for your customer.
Course content
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Why customers get "turned off"
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How to rescue that bad 1st impression
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The power of questions, listening, key phrases and speech to save difficult situations
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Preparation - Going Live - Following Up with customers
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How to avoid taking everything personally
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Handling different types of aggression
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How not to say NO when YES isn't an option
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How to assertively empathise, offer solutions, work with the customer and Win!
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How to tool-kit for on-going success
CPD: 3 Hours
FEE: £175 + VAT or 2 'Block Places' (from £108 + VAT)
For further details:
To book on this course please complete the form below, and an invoice will be sent to you for payment.
(* required fields)
Terms:
A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee.
Please click here for full terms and conditions.
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"Very enthusiastic & thorough"
Alia H., Intrust Ltd (Financial Planning) |
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"Great. Very helpful"
Leone De-M., Wellers (Accountants) |
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"Very enthusiastic and well presented, very useful for future reference when dealing with difficult customers"
Alan C., CSE Servelec |
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"Useful in a current situation of dealing with difficult customers. Helping and providing good suggestions"
Alex M., Systems Union (Financial Software) |
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"Very good"
Angelica P., Intrust Limited (Financial Planning) |
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"Good pace, made it interesting and tailored to attendees situations well"
Rob E., Systems Union (Financial Software) |
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"Very enjoyable and tuned in. Felt at ease, enjoyed and was allowed to contribute."
Jay P., FM Global |
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"Clear, energetic. Good handouts."
Cheri M., Westfield Shoppingtowns Ltd (Retail) |
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"Good rapport with all attendees. Good quality - helpful."
Susan T., Voyana |
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"Approachable and easy to talk with. Appreciated working through situations specific to my experience."
Kylie M., Wingrave Yeats (Accountants) |
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"Vibrant training – would recommend to colleagues."
Dionne A., Vantis plc (London Accountants) |
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"Very good."
Laura N., ACCA (Association of Chartered Certified Accountants) |
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"Interesting and Informal."
Ahgee P., William Pears Group (Property Investment Group) |
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