Satisfied customers start with a genuinely customer-focused attitude. In these courses you will learn not only to meet customer expectations but to exceed them, and to build lasting customer relationships. You will discover how small things can make a big difference to the customer experience.
Complaints Management: the Value of Complaints
In this course you learn how to turn complaints into valuable feedback. You practise difficult conversations, listening techniques and drawing up a workable complaints policy.
Customer-focused writing
In the Customer-Focused Writing course you learn how to structure emails, letters and short business texts so that your reader understands them immediately and knows what you expect of them.
Customer-focused telephone skills
You learn to deal with customers on the telephone in a professional and customer-focused way. From answering the call to hanging up, you work consciously on your voice, listening technique and complaint handling.
Customer-focused working and customer satisfaction
In this course on customer-focused working and customer satisfaction, you learn how to truly understand customers, translate their needs into suitable solutions and maintain pleasant contact even in difficult situations.