SR_Euro Academy Training Prospectus Sep 2017

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BOSCH CS1 CUSTOMER CARE

ESSENTIAL

ESSENTIAL

COURSE OVERVIEW

COURSE CONTENT First class customer care has long been acknowledged as vital to business reputation and customer retention. Positive customer impressions and attitudes are essential for the overall success of any business. While the actions of all staff can have a great influence upon the experience for the customer, the application and maintenance of good techniques in this area requires a specific set of knowledge and skills. This course has been specifically designed to address the customer care skills requirements for garage staff. It also meets the requirements for technicians wishing to complete the Bosch Diagnostic Technician and Master Technician programs. • Why customer service is important • Understanding your customer needs • Common problems and complaints • How to deliver outstanding customer service

• Finding out what your customers think • Case studies and practical exercises

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Senior Manager

PREREQUISITES

None

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Service Manager

ATTAINMENT

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Service Receptionist

On completion of CS 1, delegates will be able to: • Identify the key skills required in providing excellent customer service • Compare the application of good and bad customer service using case studies and group activities • Utilise the principles of best practice in customer care and apply defined improvements to benefit the business and working environment DURATION 1 Day

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Technician

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Diagnostic Technician

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Electrical Technician

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Diesel Technician

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Bodyshop Technician

EURO ACADEMY

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