Client or Customer Care

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

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Información importante

Descripción

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

Información importante
Instalaciones

¿Dónde se da y en qué fecha?

comienzo Ubicación
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CAracas, Venezuela
Avenue Casanova, 1050, Miranda, Venezuela
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doha, Qatar
Al Wahda Street, 25500, Doha, Qatar
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Dubai, United Arab Emirates
Al Muraqqabat Street, 82999, Dubai, Emiratos Árabes Unidos
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Dublin, Ireland
Upper Merion Street, Dublin, Irlanda
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Durban, South Africa
Walnut Road, 40001, KwaZulu-Natal, Sudáfrica
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Preguntas Frecuentes

· Requisitos

Degree or Work Experience

¿Qué aprendes en este curso?

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’;

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