Caring for your Customers

Author

Message

There is no doubt that all successful organisations recognise the crucial importance of caring effectively for their customers.

There will be a variety of exercises to maintain high levels of energy and participation. Also delegates will be encouraged to consider what they personally want to get out of the programme prior to attending.

This programme gives the opportunity for delegates to reflect on the levels of their customer care and explore different approaches to ensuring that it is as good as possible.

Topics Covered:
• Attitudes to Customer Service – why is it important, who has what role in making it happen
• Who are our customers, what do they want and how can we deliver it? – moments of truth and the ‘4 P’s’
• How are we doing? – reflection on our businesses
• Personal action planning
• Interacting with customers – elements of communication, first impressions, active listening, building rapport
• Being assertive whilst maintaining professional standards – staying positive, saying ‘no’, handling difficult behaviour
• Practising typical scenarios

Speakers:
Andy Catto is an experienced and successful learning and development consultant. He works with all kinds of organisations, helping them become more successful through developing their people and processes.

Price per delegate (Members):
£25.00 + VAT
Price per delegate (Non-Members):
£30.00 + VAT

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