Client or Customer Care

HRODC Postgraduate Training Institute

Curso

En London, United Kingdom (Inglaterra), doha, Qatar (Qatar), Durban, South Africa (Sudáfrica) y 8 sedes más

más de $ 1.000.000

Los mejores cursos de Técnicas de presentación

Ver todos

Ver todos

Descripción

  • Duración

    5 Días

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; and
Anybody who comes into contact with customers

Sedes y fechas disponibles

Ubicación

comienzo

CAracas, Venezuela (Venezuela)
Ver mapa
Avenue Casanova, 1050

comienzo

Consultar
doha, Qatar (Qatar)
Ver mapa
Al Wahda Street, 25500

comienzo

Consultar
Dubai, United Arab Emirates (Emiratos Árabes Unidos)
Ver mapa
Al Muraqqabat Street, 82999

comienzo

Consultar
Dublin, Ireland (Irlanda)
Ver mapa
Upper Merion Street

comienzo

Consultar
Durban, South Africa (Sudáfrica)
Ver mapa
Walnut Road, 40001

comienzo

Consultar
Kuala Lumpur, Malaysia (Malasia)
Ver mapa
Jalan Ampang Hilir, 68

comienzo

Consultar
Kuwait City, Kuwait (Kuwait)
Ver mapa
Al Murabak Street, 22003

comienzo

Consultar
London, United Kingdom (Inglaterra)
Ver mapa
Carburton Street, W1W 5EE

comienzo

Consultar
Manila, Philippines (Filipinas)
Ver mapa
Makati, 1200

comienzo

Consultar
Paris, France (Francia)
Ver mapa
Rue de Valois, 75001

comienzo

Consultar
Riyadh, Saudi Arabia (Arabia Saudita)
Old Airport Road, 17058

comienzo

Consultar
Ver todas (11)

A tener en cuenta

Degree or Work Experience

Preguntas & Respuestas

Añade tu pregunta

Nuestros asesores y otros usuarios podrán responderte

¿Quién quieres que te responda?

Déjanos tus datos para recibir respuesta

Sólo publicaremos tu nombre y pregunta

Opiniones

Materias

  • SERVICIO AL CLIENTE
  • Tramitación de quejas de los clientes
  • Las relaciones con los clientes

Profesores

Prof. Dr. Ronald Crawford

Prof. Dr. Ronald Crawford

Executive Director

Temario

Course Contents, Concepts and Issues:
  • Who is a ‘front-line staff’?
  • Who has customer/ client-relation and customer/ client-relation responsibility?
  • Value of front-line staff to organisational effectiveness;
  • Features of a Client-Driven Organisation
  • Internal & External Factors Influencing Client Behaviour
  • Client Motivation
  • Responsibility of the service provider/ goods retailer, and manufacturer under The Supply of Goods and Services Act 1982
  • How Can We Assure Clients That They Are Getting a Good Deal?
  • Working Towards Clients’ Continued Accessing of Service
  • The ‘Sale of Goods Act’
  • Legal Interpretation of ‘Fitness For Purpose’
  • Sensitisation & Client Needs: Role Transposition
  • What To Know About Your Clients
  • Maintaining a Generalised Client Information System
  • Dealing With Sensitive Situations: Confidentiality VS Disclosure
  • Dealing With an Irate Client: Understanding Clients’ Frustration
  • Improving Worker-Client Relation
  • Dealing with ‘the irate customer/ client
  • Communication: Perfecting ‘The Approach’ & Offering Assistance
  • Contributing to the maintenance of customer/ client loyalty
  • Empowering Front-line Staff to Redress ‘Dissatisfactory Client/
  • Customer Situations’
  • Seeking help and advice from colleagues and managers, when faced with difficult situations
  • Dealing with conflict between client/ customer and front-line staff.
  • The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002.
  • Client Service: The Legal Environment
  • Obligations of the Retailer/ Service Provider under the ‘Sale of Goods Act 1979’
  • The Responsibility of Service Provider/ Goods Retailer under the Sale and Supply of Goods to Consumers Regulations 2002
  • The Unfair Terms in Consumer Contract Regulations 1999
  • What Constitutes a ‘Non-Binding’ Contract, Under the Unfair Terms in Consumer Contracts Regulations 1999
  • The Role of the Office of Fair Trading (OFT) In Dealing with Consumers’ Complaints under the Unfair Terms in Consumer Contracts Regulations 1999
  • The Powers of the Office of Fair Trading, Under the Unfair Terms in Consumer Contract Regulations 1999s
  • The Role of Trading Standards in Dealing with Consumer Complaints

Información adicional

Limited Objectives:
By the conclusion of the specific learning & development activities, delegates will be able to:
Demonstrate an understanding of value of front-line staff to organisational 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’;

Categorías relacionadas

Client or Customer Care

más de $ 1.000.000

Los mejores cursos de Técnicas de presentación

Ver todos

Ver todos