About the Course
This course is designed for individuals who wish
to learn the principles and practice of excellent
customer service. The programme is suited to
individuals who wish to enter the customer
service industry or improve their customer
retention skills. Also suited for those employed
in customer focused organisations such as
business development and customer service
executives.
The course will help participants become more
competent in all aspects of customer service.
Course Aims & Objectives
The course will focus you on the customers and services you provide and will help you
identify your real customer needs and how best to meet them. Ways to improve
communication with customers are evaluated and how best to retain customers are
explored. The course is particularly useful for organisations seeking to train
employees in quality customer service.
Excellent Customer Care - Course Overview
Why is customer service important?
Losing Customers
Building relationships
Audit your customer service, Customer Segmentation
What products and services are you providing?

What is the quality of the customer service you provide?
Communicating with Customers
Means of Communication
Handling Complaints and difficult customers
Meeting Customer needs
Customer focused systems and procedures
Measuring your performance
Customer expectations
Customers view of Service Quality
Developing a customer service strategy
Bridging the gap between expectations and service delivery
Action plan for quality
Customer Service and Total Quality Management (TQM)

Methodology
After a process of group discussions, problem analysis, case studies, role-play, each participant receives a course attendance certificate and course materials covering the core topics.

Duration and Cost
The cost of one day training for two or more participants is 590.00 Euro The course can be run on a one-to one basis and costs 690.00 for one day.

Scheduled Dates 2010
Aug, Sept, Oct, Nov, Dec 2010
Jan, March, April 2010