Excellence in Customer Service and Communication Skills

Date: 18/09/2008
 
Excellence in Customer Service and Communication Skills

Venue: The Grosvenor Pulford or St David's Park, Ewloe.
 
Time: 9:00am - 4:30pm
 
Trainer: Chris Futcher
 
Overview:  Poor service leads to lost customers and lower profits, whilst excellent service makes it easier to retain existing clients as well as attract new ones. The customer interaction is a major factor in developing loyalty, from the all important first impression to the building of long term relationships. Individual communication skills are a vital part of this. This seminar reviews the impact of poor service and shows how organisations can develop excellence in customer care from the critical first impression to the effective handling of complaints.   

Objective:  This seminar is aimed at anyone concerned with improving customer service, from front line customer facing staff to managers responsible for improving standards.

 Why do we lose customers?

 How does your organisation rate customer care?

 The front line role

 First impressions

 The Principles of Communication

 Barriers to communication

 Behaviour styles

 Non Verbal Communication

 Active listening

 What people really buy

 Obstacles to good customer service

 Exceed customer expectations

 Dealing with difficult customers and complaints

 Defining customer service standards

 Monitoring customer service

 Personal Action Plans

Cost:(Excluding VAT)
 
Non-members: £195 - Members: £160
 
Lunch & Refreshments included