Customer
Service - Workshop Overview
1
- 2 Day workshop
A
workshop for individuals who want to deliver first class customer
care for their organisation.
This
workshop has been developed around the customer focus cycle and
has been designed to take the existing customer service skills
of participants and move them to the more strategically aligned
approach of 'Customer Care'. This workshop provides delegates
with an understanding of the strategic importance of customer
service excellence and its contribution towards the achievement
of business goals and the bottom line.
This
workshop is highly participative and delegates are encouraged
to share their own experiences from the workplace with others
and to provide feedback to other participants on their progress.
Delegates will also be provided with a selection of advanced tools
and techniques that can be applied to deliver excellent customer
care.
Workshop Content
- Principles
of excellence in customer care
- The
strategic role of customer care in organisations
- Identifying
customer needs
- Strategies
for delivering customer requirements
- Eliminating
barriers to delivering excellence in customer care
- Using
advanced communication techniques to build rapport
- Dealing
with difficult customer situations and getting a positive outcome
- Developing
long term, mutually beneficial relationships with customers
Workshop Objectives
By the
end of the workshop, delegates will be able to:
- Understand
the principles of excellence in customer care
- Take
a strategic approach to customer care in their organisation
- Use
a variety of tools to identify and meet customer requirements
- Eliminate
barriers to delivering excellent customer care
- Build
rapport using a variety of advanced communication techniques
- Deal
with difficult situations and manage them to get a positive
outcome
- Develop
strategies for effectively managing long term customer relationships
Additional Benefits
Additional
benefits for individuals attending this programme include:
-
A full colour manual of tools and techniques that can be used
back at work
- Personal
'easy to use' checklists to take away
- The
opportunity to try out new techniques in a 'safe' environment
- The
opportunity to learn from the experiences of other delegates
on the programme
Testimonials
"A
refreshing approach to customer service"
"The
right balance of individual and group work - I found the case
studies particularly
useful"
Other workshops you may be interested in:
Communication
and Influencing
Project
Management
For
more information about our Training and Development services -
please contact us
