ITAG Ref: P230310
Cost Details:
Gross Cost per person: €150
Net Cost per person (after rebate): €112.50
Closing Date: 05-March
Workshop Objectives
By the end of this programme you will
· Have developed a greater understanding of your customer’s wants and needs
· Develop skills for dealing with different types of customers
· Know how to manage all interactions - phone, face, email
· Understand the importance of complaints and complaint resolution
· Developed a plan for delivering excellent customer service
· Personal action plans prepared to develop the skills required.
Workshop Format
The programme will be highly participative and include discussions and exercises to address the objectives. The attendees will be encouraged to interact and discuss the relevant areas to ensure that knowledge and skills are developed.
Workshop Content
· The importance of customer care and service excellence
· The cycle of service
· The customer care chain
· Reasons for satisfied and dissatisfied customers
· Essential communication skills - voice tone, body language, listening, questions, verifying understanding
· Face-to-face, phone, email interactions
· Dealing with problems or complaints
· The personal and technical level model to effective customer care
· Skill development – identify skills and strengths and the areas for development. Discussions covering what the attendees can do to reduce the gaps and development of personal action plan.
Note: 80% of next years customers will come from this years customers. However, around 82% of customers leave perceived poor service or simply bad service.