Centre for Organisation Development

Organisation Development

Duration - 2 Days
12 Delegates Max.

£2,000 + VAT

It is not enough to satisfy your customer - in the competitive market place today -you have to delight.

Who should attend?
Managers responsible for customer service and their staff. People wishing to improve their servicing skills.

The aims of the workshop is for attendees to:
  • Moving from handling enquiries to service
  • Provision of a Customer Service Toolkit
  • Creating a professional service image

Course Outline

  • Service is essential not a "nice to have"
  • What is Service Excellence?
  • Know your customer
  • Creative Customer Service
  • Listen, Build Rapport, Question
  • Challenging behaviours - sorted
  • Assertiveness and the win/win
  • What not to say or do
  • Role of Emotional Intelligence
  • Personal Action Planning

Customers like to feel good, they like to feel special. This goes beyond delight - get it right and they may just tell others, get it wrong and 99 other people get to hear about. This workshop will help you improve customer satisfaction.

If you have any queries or would like more information, call the office - 01825 712373 or e-mail us...

About MVR
Reawakening The Spirit
Leadership for Excellence
Sources of Inspiration
Contacting Us

To Book or for advice call
01825 712373

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