CPD

Customer Service & Care

19 Jan, 15 Feb, 18 Mar, 27 Apr, 20 May, 09 Jun, 07 Jul, 11 Aug, 08 Sep, 14 Oct, 18 Nov, 13 Dec 2010 Time: 9.30 - 5.00 Location: All courses are held in Central London	PRIVATE TRAINING & INDIVIDUAL COACHING ALSO AVAILABLE
“My customer is everyone who isn’t me,” is without doubt the best way to approach everyone you come into contact with, including colleagues, to ensure that you are able to maximise every opportunity for success that comes your way! 68% of customers move-on to find another business partner because of one bad experience, or a less than positive attitude to their needs! Who should attend  Anyone who interacts with customers either face to face or by telephone, or who manages such a team.
Course content  This enjoyable training day will include; discussion of your real experiences, practical techniques to improve customer service and hands-on role plays to ensure that delegates leave the day with skills they can use immediately. CUSTOMER SATISFACTION: Learn how to satisfy yourself whilst satisfying customers, so that you feel good about them and they come back for more, time and time again!  CUSTOMER CARE / CUSTOMER SERVICE: What it really means! How to achieve it! Who and what are prospects. What customers will expect from you! Who is ultimately responsible? The importance of internal customers - your colleagues HOW TO CREATE YOUR OWN INDIVIDUAL CUSTOMER CARE AND CUSTOMER SERVICE CHARTER own it, focus on it, serve up the best even when you just feel at your worst WELCOME COMPLAINTS AND TURN PROBLEMS INTO OPPORTUNITIES: Learn how to get the best from Angries, Rudes, Awkwards and those who Rabbit on and on and on... Build the best attitude! Fully get to grips with understanding the Customer's needs! Communicate with extreme Clarity! Achieve Customer agreement! Always summarise and check for Customer understanding! Go for action/follow-up! Don’t be a stranger, - build-up on-going Satisfaction! CONVERT ENQUIRIES INTO BUSINESS OPTIMISE YOUR TELEPHONE TECHNIQUES STEER CLEAR OF BURNOUT and STRESS Course content: CPD: 6 Hours FEE: £290 plus VAT or 4 'Block Places' (from £216 plus VAT) Evening Courses Also Available For further details: Email info@pass.co.uk Telephone: 0845 330 2772 Fax: 0845 450 0545 To book on this course please complete the form below, and an invoice will be sent to you for payment.	"Brilliant, informative and fun" Nathaniel H., Absolut IceBar, London (PT) "Great – fascinating exercises" Owen P., Shakespeare's Globe Theatre (PT) "The presenter was very good! I enjoyed the day, it was all very informative" V. Horreson., City University "Excellent" Minesh S., Charterhouse LLP (Accountants) "Role plays were very good and useful. I will come across situations like it" Varsha P., Hutchings Modi & Company "Very informative and fun" Lorraine G., Receptionist - Homerton Hospital "Excellently run course with great content" William M., HTL "Achieved my objectives - gave me great confidence" Gloria C., English Churches Housing Group "Excellent course, very entertaining and useful!" Chris K., Richard Anthony & Co (Accountants) "Very personable, made things clear, covered what I needed" Nathan H., MMC Limited "Very enthusiastic about the topic" Chris P., CSE Servelec (Systems Integrator) "Very good. I feel more confident to do my job" Ira R., Indonesian Embassy

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Terms:
A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee.

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