Customer Satisfaction and Care

 

Course Reference Code: MT-7

 

Duration: 1-day

 

Category:

   Management Training and Employee Development

   Transferable Skills and Core Competencies

 

Venue:

   On-site and In-Company

 

Location:

   United Kingdom

   Europe

   Scandinavia

 

On-Site Costs:

• Up to 12 delegates may attend this course
• Conducted at a client's chosen location
• Comprehensive printed handouts for each delegate
• See our pricing structure for the total cost of this package

 

Brief Description

Most organisations these days are in competitive situations with other organisations offering a similar product and/or service at a similar price. Many organisations have recognised that, from a customer's viewpoint, it is the skills and attitudes of their employees that make the difference. Projecting the right corporate image, improving customer satisfaction levels and enhancing a company's reputation are key issues that MUST be handled correctly if a company is to succeed in today's highly competitive marketplace.

 

Course Overview

• Objectives
• Introduction and Setting the Scene
• Principles of Good Business
• WORKSHOP - “The Difference is YOU”
• Analysis and Understanding of:-

    - Your products

    - Your Marketplace

    - Your Customers

    - Your Competition

• WORKSHOP - “What do people really buy?”
•  Mind Mapping as a planning tool:

    - applied to Customer Care

    - typical applications

• Effective Communication Skills
• How to Talk & Listen Effectively
• Questioning Techniques
• Dealing with Complaints & Problem Solving
• Telephone Techniques
• WORKSHOP - “Customers and the Telephone”
• Basic TIME Management Techniques
• WORKSHOP - “Beating the Clock”
• Good Customer Relations
• WORKSHOP - “Teamwork and the Supplier/Customer chain”

 

All delegates will be expected to participate in the discussion
and practical sessions.