Client or Customer Care (Jakarta)

HRODC Postgraduate Training Institute
In Central London (Grossbritannien), Algiers, Algeria (Algerien), Bandar Seri Begawan (Brunei) und an 10 weiteren Standorten

5001-6000

Wichtige informationen

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'.
Suitable for: 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

Wichtige informationen

Voraussetzungen: Degree or Work Experience

Veranstaltungsort(e)

Wo und wann

Beginn Lage
Freie Auswahl
Algiers, Algeria
Pins Maritimes, 16000, Algeria, Algerien
Karte ansehen
Freie Auswahl
Bandar Seri Begawan
Jalan Tasek, BS8674, Brunei, Brunei
Karte ansehen
Freie Auswahl
Cairo, Egypt
Champolion Street, 12421, Egypt, Ägypten
Karte ansehen
Freie Auswahl
Caracas, Venezuela
Avenue Casanova, 1050, Miranda, Venezuela
Karte ansehen
Freie Auswahl
Central London
Carburton Street, W1W 5EE, London, Grossbritannien
Karte ansehen
Freie Auswahl
Dublin, Ireland
Upper Merion Street, Dublin, Irland
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Alle ansehen (13)

Was lernen Sie in diesem Kurs?

Customer Care
Staff
Trading
IT
Office IT
Customer Service
Supply
Marketing
Learning and Development
Trading Standards
Communication Training
Regulations

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