1. Care of the Customer

3. Information Where there is an interactive task within the programme it cannot be completed on- screen. It is suggested that a printed copy be made.

4. Care of the Customer Introduction

5. Care of the Customer Exercise Why Care for the Customer

6. Care of the Customer

15. The Skills

16. Care of the Customer Mix of Skills

17. Care of the Customer

22. Meeting Customer Needs

23. Care of the Customer The Customer Questioning Skills Establishing Rapport Body Language

24. Care of the Customer

39. Listening to the Customer

40. Care of the Customer Hearing & Listening Listening Skills

41. Care of the Customer

47. Communicating Effectively

48. Care of the Customer Answering the Telephone Transferring Calls Engaged Line

49. Care of the Customer

63. Complaints

64. Care of the Customer Complaining Problem Solving Dealing with Complaints Difficult Customers Controlling the Situation

65. Care of the Customer

80. Developing a Positive Attitude

81. Care of the Customer Being Positive Life Style Managing Stress

82. Care of the Customer

87. Extra Care

88. Care of the Customer Caring for the Customer

89. Care of the Customer

94. Test your Knowledge

95. Care of the Customer Correct

96. Care of the Customer Correct

97. Care of the Customer Correct

98. Care of the Customer Correct

99. Care of the Customer Correct

100. Care of the Customer Correct

101. Care of the Customer Correct

102. Care of the Customer Correct

103. Care of the Customer Correct

104. Care of the Customer Correct

105. Care of the Customer Answers 1. Taking an interest in the customer 2. Possessing product/service knowledge 3. Putting a smile on your face 4. To supply a full answer 5. To have a good telephone voice 6. Re-assure the caller every 20 seconds 7. To recognise and define the problem 8. Stay in control of the situation 9. Having a balanced and healthy lifestyle 10. Giving that unexpected extra care

106. The contents and interests of the programmes are the copyright of Training Exchange Services and must only be used for the purpose of presentations. The contents must not, without the express permission of Training Exchange Services, be re-sold,sub-licenced or loaned in the form supplied (other than printed material). The presentation material must only be used by the named purchaser as part of his/her business activities. The contents can be printed and re-produced as and when required, however copyright remains with Training Exchange Services. Legal Action will be taken immediately against an organisation in breach of copyright. Training Exchange Services 74 Victoria Crescent Road Glasgow G12 9JN Tel: 0141-334 6122 Fax: 0141 337 5050 E-mail: info@trainexe.com Website: www.trainexe.com Copyright