Customer Service and Administration
Available to PCA members only, our Customer Service and Administration training plays an invaluable role in creating fantastic experiences for your clients that they will want to talk about and share with others. If you are a PCA member, our exclusive customer service training course will enable you to boost your skills in this area and help build your brand.
Whilst the majority of our training courses focus on building technical expertise for surveyors and technicians, the customer service course is focused on your administration team to provide vital training in making fantastic impressions on your clients, booking jobs in correctly, resolving potential complaints and building customer loyalty. Get in touch to find out more by calling 01480 400000 or by completing our online enquiry form.
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Who is this customer service training course for?
This workshop will be of benefit to anyone who regularly has to communicate with customers or manages customer and contracting related issues, such as dealing with enquiries, managing bookings and communicating with customers.
How is this training course structured?
This is a one day classroom based workshop covering a broad range of subjects. The course is delivered by one of our highly experienced PCA Contractor Members who has first-hand experience of dealing with the administration of a business. They will run you through their proven 3-step strategy:
- Walk the Walk
- Talk the Talk
- Review, review, review – tweak, adjust and improve
- Customer Journey – from initial enquiry to works completed and all the people involved along the way
- Introduction to support documents and policies to support the process – to be fully informed of the terms of engagement, complaints procedure, PCA Promise, Code of Ethics, and contractors own terms and conditions
- Working Environment – setting the stage, organisation, filing, archiving, statistics, etc
- Embracing Technology – discussion of software tools available, including, diary systems, Microsoft Office, database, email templates, SMS software, Dragon dictate, etc
- Managing Conversation via the Phone – how to manage calls effectively. The do’s and don’ts! Creation of scripts for general enquiries, FAQ’s
- Written Correspondence – systems for responding to emails and letters
- Feedback and Complaints – Do you request feedback? How do you deal with complaints? Do you have a procedure in place? The 3 A’s of Objection Handling
Benefits of the customer service and administration course
- Become more customer focused and improve the efficiency and effectiveness of your customer contact team
- Reduce instances of administration errors that could negatively affect the customer experience and ultimately harm the business
- Advice on how to respond when things go wrong and resolve customer complaints and objections in an amicable manner
- Increase customer retention and create willing brand advocates from your client base