This course builds on the existing expertise of customer service agents, and uncovers new techniques for dealing with all kinds of customers. The course can be tailored to suit individuals and groups whatever their level of ability.
The one-day course comprises a morning session that dynamically examines the theory, and in the afternoon, action takes over. Participants enact scenarios that are relevant to their own work place; and through forum theatre (the presentation of scenarios which the audience can stop, start and modify at will), they observe the consequences of different kinds of customer care approach.
In this environment, if a major mistake is made, it doesn't result in dismissal. It presents an opportunity to rewind reality and work out what should have been.
Being confident with customers involves the application of a significant range of skills. It's about being able to manage stress, conflict and negotiation; it's about body language, voice, appearance and presentation; and it's also about finding solutions to problems through lateral thinking.
Your primary concern in customer care is to be informed, confident and assured. LBP's course helps you test your skills, and uncovers new ways to deliver the very best service. That's the customer's right, and for any business, the customer's right is the business' responsibility.