Delivering Customer Service to Challenging Customers – Level 3

£10.00

Price is per online user of this course. Applicable EU VAT is added.

When customer service is delivered effectively to challenging customers, customer satisfaction is maintained and a positive image created of the organisation.

Understanding challenging customers is key to then being able to deal with the situations presented.

This Delivering Customer Service to Challenging Customers course, from the Customer Service Level 3 suite of online courses, is mapped to UK National Occupational Standards F/506/2159.

See below for further information.

Sold By: Global Vocational Skills

Description

The course is completed via a five-stage learning process:

i-Practice:

i-Practice is a unique tool that simulates real world vocational activities in a virtual environment, bridging the gap between traditional textbook and workshop learning, enabling the development of practical skills.  It consists of two elements:

i-Practice (Training):  This guides you through a virtual activity with full instruction allowing you to acquire the necessary skills though the repetition of tasks.

i-Practice (Assessment):  This allows you to test your comprehension of the content.  You undertake the same activity as before but without instruction.  This enables you to apply what you have learnt, test your ability and set a benchmark to improve upon – ultimately working towards being job ready.

i-Ask:

i-Ask provides core knowledge delivered through visuals, text and audio

i-Check:

iCheck reinforces your comprehension with informal testing and clear results – helping you identify strong and weak areas of understanding

i-Test This is formal testing which summarises your results

Course Objectives

On completion of this topic you will be able to:

  • Understand the delivery of customer service to challenging customers and describe the different types of challenging customers in the customer service environment
  • Explain an organisation’s procedures and standards of behaviour for dealing with challenging customers and explain your own level of authority for agreeing actions outside the service
  • Explain behaviours that make it challenging to deal with customers, the difference between assertive and aggressive behaviour, and techniques that can be used to deal with challenging behaviour
  • Deal with challenging customers by identifying the challenging customer, listening appropriately, agreeing a solution, and adhering to policies, procedures and limits of authority.

Course Content

i-Act: Understanding the Delivery of Customer Service to Challenging Customers

i-Ask: The Behaviours of Challenging Customers and How to Deal with Them
i-Ask: Dealing with Challenging Customers
i-Check: Delivering Customer Service to Challenging Customers
i-Check: Procedures, Behaviours and Techniques
i-Test: Understanding Delivering Customer Service to Challenging Customers

i-Act: Learning to Deal with Challenging Customers

i-Ask: Ways of Dealing with Challenging Customers
i-Ask: Understanding the Balance, Viability and Requirements to Be Met
i-Check: Types of Challenging Customers and How to Deal with Them
i-Check: Understanding Challenging Customers – Part 1
i-Check: Understanding Challenging Customers – Part 2
i-Test: Dealing with Challenging Customers

i-Practice: Dealing with Language Barriers in Customer Service Delivery

i-Practice: Dealing with Language Barriers in Customer Service Delivery
i-Practice: Dealing with Language Barriers in Customer Service Delivery (Assessment)

i-Practice: Dealing with an Angry Customer

i-Practice: Dealing with an Angry Customer
i-Practice: Dealing with an Angry Customer (Assessment)

Organisational Licensing

The suite of Health and Social Care courses is available as an organisational licence – please enquire for details by emailing [email protected] or phoning 0844 854 9218.

Discounts

For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.

Discounts are calculated during the checkout process.

Payment Options

The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]

Additional information

Subject

level

guided-learning-hours

mobile-compatible

online-access-duration

resource-type

Available for immediate enrolment

Yes

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