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Management Training - Open Customer Service Programme

The aim of the programme

The programme is designed to provide participants with the skills and knowledge to deliver customer service that exceeds customers’ expectations. The aims of the programme are for participants to:

• Understand the theory around exceptional customer service
• Develop a customer focused attitude
• Explore communication within customer service
• Understand your own preferred “Working Style”
• Recognise the “Working Styles” of your customers
• “Recovering” difficult customers
• Obtain customer service skills through practical exercises

Programme benefits

TO THE PARTICIPANT:

• Improved knowledge and skills in exceptional customer service
• Increased self-awareness of your “Working Style”
• Opportunity to practise interpreting “Working Style’s” of customers
• Opportunity to practise skills in a ‘safe’ environment
• Improved knowledge and increased confidence in dealing with difficult customers
• Improved communication skills
• Improved job satisfaction

TO THE ORGANISATION:

• Increased business performance through more satisfied customers & repeat business
• Improved customer service skills within the business
• Employees with the ability to “recover” difficult customers
• Confident and motivated employees who will better understand your customers’ needs
• Involvement and participation will bring new ideas into the organisation

Who should attend?

Participants will be any individual who works closely with your internal or external customers.

Core Subjects:
What is and what is not Exceptional Customer Service, Active Listening Self-Assessment, Communication Techniques within Customer Service, Working Styles Questionnaire, Recovering Dissatisfied Customers

Flexible Subjects:
According to participant needs, we will also include relevant elements of other topic areas as required. Telephone techniques and practical telephone experience can be added to the Exceptional Customer Service Programme. DPL uses its own telephone training kit which can be brought to any location to assist with practical Call Centre skills.

Date and Times: Wednesday 7th March 2007 8:45AM registration to 5:00PM
Venue: Express by Holiday Inn, Adanac Park, Redbridge Lane, Southampton, SO16 0YP (Off Junction 1 of the M271)
Investment: The overall cost of the programme is £250+ VAT per participant for this full day programme

Who to contact for more information:
Tim Kennedy at Developing People Ltd
Rowan House, Oakmore Park, Durley, Southampton SO32 2NU
Tel: 02380 695929, e.mail: timkennedy@developingpeople.co.uk