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CUSTOMER CARE COURSE

A two-day seminar

Like all our courses, we will tailor make our customer care course to the specific requirements of our customer.
However here are a few general aims and objectives.

Customer Care: face to face and telephoning

* Develop awareness of habitual ways of communicating with others and explore different ways of communicating.
* Increase empathy skills, try and understand problems from the customer's point of view.
* Learn listening skills to allow the customer to have their say.
* Give honest, clear, non-defensive answers to customer's problems.
* Increase awareness of body language: ie: eye contact, open expressions.
* Understand importance of first impressions.

Conflict Management

* Learn skills to deal with difficult customers: understand own trigger points in conflict and learn to calm or prevent situations of conflict.
* Know how to end difficult transactions/enquires either face to face or on the telephone politely.
* Learn assertion skills, particularly when having to deal with an abusive customer.
* Knowing own limitations. For example: when to terminate an abusive call or call a manager to help with an abusive customer.
* Learn skills of objectivity, not take angry and upset customers personally or shift the blame onto the company.
* Learn stress-relieving techniques to cope with difficult situations.

Job Satisfaction and Team Work

* Motivate, refresh and inspire staff to excel in their jobs.
* Learn to unleash creativity at work to lower stress and enhance performance.
* Understand potential to take initiative and responsibility in work.
* Encourage support and empathy between the team, especially in difficult situations.
* Recognise own potential to make a difference.
* Appreciate the difference in others.

Clients that have experienced Creative Edge’s Customer Care Seminars

Easyjet

Milly Sinclair has trained over 800 people in 3 years in every level and department of Easyjet.

* Ground Staff and managers: Luton/Geneva: 10 x 2 day residential customer care courses
* Cabin Crew and managers: Luton/Geneva: 15 x 2 day residential customer care courses
* Sales Team and managers
* Rostering Team and managers
* Call Centre and managers

Virgin Atlantic

Cabin Crew

Kensington and Westminster Borough

Parking shop and managers: 10 x 2 day courses, plus ongoing refresher courses.

“The potential of the Human Spirit is absolutely unlimited. All you need to know is how to tap into that well.”

(Jack Welsh, CEO, General Electric)

"Complex concepts, delivered in a fun way that makes them real!"

(Chris Goscombe, Director of Human Resourses, Easyjet)

Please contact Milly Sinclair
creativeedgeuk@aol.com 07703 181 630