HRODC Postgraduate Training Institute

Client or Customer Care

HRODC Postgraduate Training Institute
En London, United Kingdom (Inglaterra), Doha, Qatar (Qatar), Durban, South Africa (Sudáfrica) y 7 sedes más

$ 5001-10000
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Información importante

Tipología Curso
Lugar En 10 sedes
Duración 5 Días
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

Instalaciones (10) y fechas
Dónde se imparte y en qué fechas

Ubicación

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Caracas, Venezuela (Venezuela)
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Avenue Casanova, 1050

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Doha, Qatar (Qatar)
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Al Wahda Street, 25500

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

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Durban, South Africa (Sudáfrica)
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Walnut Road, 40001

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Kuala Lumpur, Malaysia (Malasia)
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Jalan Ampang Hilir, 68

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Kuwait City, Kuwait (Kuwait)
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Al Murabak Street, 22003

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

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Manila, Philippines (Filipinas)
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Makati, 1200

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Paris, France (Francia)
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Rue de Valois, 75001

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

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A tener en cuenta

· Requisitos

Degree or Work Experience

Preguntas & Respuestas

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¿Qué aprendes en este curso?

Servicio al cliente
Tramitación de quejas de los clientes
Las relaciones con los clientes

Programa académico

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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