Monday, 12th September 2011
from 09:02 to
16:02
Manchester Forsyth House, The Triangle
(Manchester)
Improving customer service involves making a commitment to learning what our customers' needs and wants are, and developing action plans that implement customer friendly processes.
BENEFITS TO THE DELEGATE AND THE ORGANISATION
Delegates will learn to develop the skills and knowledge necessary to provide first class customer service and consider individual and team actions, which will enhance the customer service experience others receive.
PROGRAMME
• Develop a definition of “Customer Service”.
• Identify key attitudes, knowledge and skills in delivering successful customer service.
• Identify barriers and problems in providing customer care.
• Understand the effects of different behaviours when dealing with customers.
• Be more observant about own and other people's behaviour in order to understand their needs more completely.
• Consider how to build and develop relationships with customers, creating a feeling of value and that the “customer comes first”.
• Consider actions to be taken to further customer service.
