Excellence in Customer Service - Day Course

..training for a brighter future
Day 1 - Understand Customers - £95.00

Morning 9.15 – 12.30 – Resolve customer service problems

AIMS : To provide delegates with the skills and understanding to:

  • Recognise the distinctions between internal and external customers
  • Characteristics of challenging customers and how to identify dissatisfied customers
  • Understand the value of customers and their loyalty
  • How the achievement of the service offer can contribute to enhancing customer loyalty

Afternoon 1.15 – 4.15

AIMS : To provide delegates with the skills and understanding to:

  • Customer satisfaction and organisational performance
  • How reputation and image of an organisation affects customers perceptions of it’s products and services
  • The consequences of customer dissatisfaction
  • Methods of attracting customers and retaining their loyalty
Day 2 - Principles of customer service - £95.00

Morning 9.15 – 12.30

AIMS: To provide delegates with the skills and understanding to:

  • Keeping up to date with competitors
  • Barriers to effective customer service
  • Sales and consumer-related legislation and regulations

Afternoon 1.15 – 4.15

AIMS : To provide delegates with the skills and understanding to:

  • Ethical considerations and customer service
  • Importance of managing customers’ expectations
  • Effective use of customer service information
  • Features of an effective customer complaints process

Venue

Suite One, Eleven Arches House, Leicester Road, Rugby CV21 1FD

Additional Information:
Lunch is included with this day course. Please come in smart casual clothing.
Be aware that this course will only run if there are six or more delegates booked on for that day.

Dates – TBC

Heart of England Training Ltd is committed to the elimination of both direct and indirect discrimination and continuously seeks to actively implement positive policies to promote equality of opportunity.

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