Free Customer Service Masterclass Taster

19th August 2012

Description Please attend our FREE breakfast taster session to find out more about this new course which is due to start in the new year.

Course Structure This three day masterclass is designed to run one day a week over three weeks as an open course, with learners from various organisations sharing best practice and ideas. All sessions are taught through a mixture of activity and learning to suit all learning styles and achieve maximum benefit for the learner. The last session will be focused on committing to action, planning activities for success and arranging for the necessary review and monitoring of outcomes. Time is also allowed for learners to reflect on and discuss their learning with colleagues. It is also a practical course that aims to develop the skills and behaviours that build confidence and assertiveness in the workforce. By the end of this course delegates will be able to: Identify and practice 9 essential telephone techniques Recognise and use 3 key channels of communication List 4 categories of customer and relate them to the business environment Demonstrate a positive and professional attitude to work Recognise weaknesses in process and procedures Communicate more clearly and appropriately in any situation Demonstrate assertiveness and exceptional customer focus Build a rapport and develop effective working relationships with customers Identify strategies for reducing and dealing with customer complaints Implement effective conflict management processes and procedures Explore and adopt problem solving techniques that achieve positive, professional and measureable outcomes for the organisation Detect and address customer service weaknesses Set and implement practical and effective Customer Service Standards Prepare and regulate customer service standards for your team Set and implement a company or departmental Customer Service Charter Design and conduct customer service surveys Monitor and evaluate customer service Outcomes Construct and action a customer communication strategy Who should attend? This course is designed to meet the needs of all managers and staff that work with internal or external customers and who need to develop their customer service skills in order to become truly customer focused. The programme objective is ultimately to develop a customer service ethos and so all employees or any organisation should be open to and involved in the process. Lunch Breakfast included Booking Email training@scci.org.uk