Client or Customer Care

HRODC Postgraduate Training Institute
In Caracas, Venezuela (Venezuela), Doha, Qatar (Katar), Durban, South Africa (Republik Südafrika) und an 8 weiteren Standorten

£ 5.000 - (5.883 )
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Beschreibung

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';.
Gerichtet an: This course is designed for: Front Line Staff. Customer Service Representatives. Reception Administrators. Managers. Sale and Marketing Managers. Operation Managers. Supervisors. Business Owner-Manager. Entrepreneurs

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Veranstaltungsort(e)

Wo und wann

Beginn Lage
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Caracas, Venezuela
Avenue Casanova, 1050, Miranda, Venezuela
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Doha, Qatar
Al Wahda Street, 25500, Doha, Katar
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Dubai, United Arab Emirates
Al Muraqqabat Street, 82999, Dubai, Vereinigten Arabischen Emirate
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Dublin, Ireland
Upper Merion Street, Dublin, Irland
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Durban, South Africa
Walnut Road, 40001, KwaZulu-Natal, Republik Südafrika
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Häufig gestellte Fragen

· Voraussetzungen

Degree or Work Experience

Themenkreis

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 The objectives of the course
  • 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’;
  • Recall the obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
  • Recall the obligation of the producer of goods and service, under the ‘Sale of Goods Act 1979’;
  • Demonstrate their ability to remain calm and courteous during unpleasant situations such as an encounter with an irate client;
  • Exhibit an understanding of the functioning of a ‘client-driven organisation’;
  • Exhibit an awareness of the high standard of service, which each client anticipates;
  • Demonstrate their ability to initiate improvements in client service;
  • Assist clients in solving their problems relating to products and service;
  • Illustrate their ability to manage internal and external customer/client care environments;
  • Demonstrate their expertise in leading a customer/client care team;
  • An understanding of the fundamentals of leadership and management;
  • Exhibit leadership in dealing with ‘the irate customer/ client’;
  • Provide examples of the legal application of ‘Fitness For Purpose’;
  • Demonstrate their ability to contribute to the maintenance of customer/ client loyalty;
  • Illustrate their understanding of the need to Empower Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’;
  • Exhibit a willingness to seek help and advice from colleagues and managers, when faced with difficult situations;
  • Appreciate the need to maintain a ‘generalised client/ customer information system’;
  • Recall the obligation of the service provider/ product retailer, and manufacturer under The Supply of Goods and Services Act 1982
  • Determine what constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
  • Suggest the role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999;
  • Indicate The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999
  • Determine The role of Trading Standards in dealing with consumer complaints
  • Recall important points of law in the Unfair Terms in Consumer Contract Regulations 1999

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