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Duration
- 2 Days
12 Delegates Max.
£799
+ VAT
for first delegate
£729
+ VAT
for additional delegates
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> Overview
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.
> Aims
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Gatwick Area
16/17 May 2006
14/15 October 2006
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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
o Service is essential not a "nice to have"
o What is Service Excellence?
o Know your customer
o Creative Customer Service
o Listen, Build Rapport, Question
o Challenging behaviours - sorted
o Assertiveness and the win/win
o What not to say or do
o Role of Emotional Intelligence
o Personal Action Planning
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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...
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