CPD Courses

Customer Care and Telephone Skills

Training Course Shelter

About the CPD course

Starting by looking at the most common things that annoy people when they are experiencing poor customer service; delegates then examine the 7 basic needs of clients so that they can implement quick and straightforward strategies in order to meet those needs. From building rapport to structuring a conversation in order to reach a satisfactory outcome for the customer; this course also examines common ways that staff working in customer care can get ‘hooked’ by a challenging customer. Methods of avoiding those hooks will be examined as well as strategies for telling customers what they don’t want to hear. Also; where needed; strategies for dealing with customers on the telephone. Having training delivered face-to-face allows more time for interactive groupwork; activities and questions. Delegates also benefit from receiving a detailed course handbook to revisit when back at their desk.

CPD Provider

Shelter

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Shelter

Shelter

Shelter tackles the root causes of the housing crisis by challenging the people in power to make our vision of a home for everyone a reality. We lobby the government and local authorities for new laws and policies, and more investment, to improve the lives of homeless and badly housed people.

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