Extreme Client or Customer Care (London)

HRODC Postgraduate Training Institute
En Central London (Inglaterra)

£ 4.800 - (5.700 )
+ IVA

Información importante

  • Seminario intensivo
  • Advanced
  • Central london (Inglaterra)
  • 36 horas lectivas
  • Duración:
    6 Days
  • Cuándo:
    A elegir
Descripción

Limited Objectives: By the conclusion of the specific learning & development activities, delegates will be able to: 1. Demonstrate an understanding of value of front-line staff to organisational effectiveness. 2. Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients' needs. 3. Exhibit a 'functional' level of interpersonal relationship. 4. Communicate effectively with clients, colleagues, juniors and managers. 5. Demonstrate an understanding of the legal framework of client service.
Suitable for: This course is designed for: Human Resource Managers, Human Resource Professionals, Those with Responsibility over Front-Line Staffs, Business Owners, Entrepreneurs, managers from all levels

Información importante

Requisitos: Degree or Relevant Work Experience

Instalaciones y fechas

Dónde se imparte y en qué fechas

Inicio Ubicación
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Central London
Carburton Street, W1W 5EE, London, Inglaterra
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¿Qué aprendes en este curso?

Management
Customer Service Skills
Customer Care
Leadership
Customer Relationship Management
Customer Retention
Client Management
Customer database
Customer relationship
Communication
Customer Value
Client Motivation
Client Management'
Sale of Goods Act
Fitness for Purpose
Consumer Contract Regulations 1999
Client Information System
Worker-Client Relation
Client prospecting

Temario

Course Contents:

1. Who is a ‘front-line staff’?
2. Who has customer/ client-relation and customer/ client-relation responsibility?
3. Value of front-line staff to organisational effectiveness;
4. Features of a Client-Driven Organisation
5. Internal & External Factors Influencing Client Behaviour
6. Client Motivation
7. Responsibility of the service provider/ goods retailer, and manufacturer under The Supply of Goods and Services Act 1982
8. How Can We Assure Clients That They Are Getting a Good Deal?
9. Working Towards Clients’ Continued Accessing of Service
10. The ‘Sale of Goods Act’
11. Legal Interpretation of ‘Fitness For Purpose’
12. Sensitisation & Client Needs: Role Transposition
13. What To Know About Your Clients
14. Maintaining a Generalised Client Information System
15. Dealing With Sensitive Situations: Confidentiality VS Disclosure
16. Dealing With an Irate Client: Understanding Clients’ Frustration
17. Improving Worker-Client Relation
18. Dealing with ‘the irate customer/ client.
19. Communication: Perfecting ‘The Approach’ & Offering Assistance
20. Contributing to the maintenance of customer/ client loyalty
21. Empowering Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’
22. Seeking help and advice from colleagues and managers, when faced with difficult situations
23. Dealing with conflict between client/ customer and front-line staff.
24. The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002.
25. Client Service: The Legal Environment
26. Obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
27. The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002.
28. The Unfair Terms in Consumer Contract Regulations 1999
29. What constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
30. The role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999
31. The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999s
32. The role of Trading Standards in dealing with consumer complaints
33. The Organisation and It's External Environment;
34. Demands and Expectations of External Environmental Sectors;
35. What constitutes a Role Set?;
36. Role Set: A Contextual Definition;
37. The Role Set and Segmented Expectations;
38. Conflict and its inescapability;
39. The value of Conflict;
40. Conflict and Role Conflict;
41. Conflict resolution or status quo acceptance;
42. The Internal Customer: Demand, Expectation and Pertinent Quality Implications;
43. Internal & External Factors;
44. Influencing Client Behaviour;
45. Client/ Customer Frustration;
46. Client/ Customer 'Going Into Excess': The Irate Client/ Customer
47. Characteristics of an Irate Client/ Customer
48. Scenario Building in Infuriation
49. Attempts at putting the Irate Customer/ Client at Ease;
50. Depersonalising Irate Behaviour
51. Recipient De-sensitisation of Obnoxious Behaviour
52. Dealing With an Irate Client: Understanding Clients’ Frustration;
53. What not to say to an Irate Customer over the Phone;
54. Territory Invasion and Consequences;
55. Facilitating Frustration Venting without Interruption;
56. Dispensing with Superiority Consciousness;
57. Reasons why a Client or Customer might be irate;
58. Regaining Customer/ Client trust;
59. Organisational Implications of an Uncharacteristic Incident;
60. Dealing with ‘the irate customer/ client on the Telephone;
61. Dealing with ‘the irate customer/ client Face-to-Face;
62. Discretion to Use Organisational Resources to quell Infuriation;
63. One Step Too Far: Anticipating the worst outcome;
64. Threat To Personal Safety in Face-to-Face Encounters;
65. Addressing Personal Safety: Taking Protective Action;
66. After the Event: Dealing with the Aftermath of a Headline Incident;

Información adicional

HRODC Postgraduate Training Institute is registered with the UK Registry of Learning Providers (UKRLP) of the Department for Business, Innovation and Skills (BIS), formerly Department of Innovation, Universities and Skills (DIUS). Its registration number is 10019585 and can be verified at http://www.ukrlp.co.uk/