Customer Care AND Coping at the Sharp End

Aims

To make drivers aware of how they can improve the company’s image. To make drivers aware of how they can give customers a positive experience at the point of contact and provide drivers with the tools to deal with challenging/difficult customers.

Objectives

By the end of the programme delegates will be aware of:

• Common Customer Relations Issues
• Identify Internal/External Customer Types
• Behaviour to adopt to help enhance the image of the company
• The commercial and financial effects of a dispute
• Skills and Attitude
• Customer Care Rules
• Communication Skills
• Assertiveness
• Dealing with Difficult People
• Dealing with Conflict
• Handling aggressive or violent behaviour, threats and intimidation