Content

	A PRACTICAL DEFINITION OF 'SERVICE'
	LOOKING THROUGH THE CUSTOMERS EYES
	COMMUNICATING EFFECTIVELY
	THE INTERNAL CUSTOMER
	PROJECTING A PROFESSIONAL AND CARING IMAGE
	FACE-TO-FACE-INTERACTION AND BODY LANGUAGE
	BUILDING LASTING RELATIONSHIPS WITH OTHERS
	DEALING WITH COMPLAINTS
	PROBLEM SOLVING/CONFLICT RESOLUTION
	CASE STUDY-BRINGING CONCEPTS ALIVE

Description

Vast sums of money are spent every year by organisations on marketing campaigns to build brand awareness and promote their corporate message. However frontline staff that lack the skills to interact professionally with customers, frequently undermine a lot of what is achieved by these campaigns. Sometimes small indiscretions like failing to say 'thank you' or displaying a lack of basic knowledge, which are commonplace in commercial life today, are indicative of the complacency that many customers encounter.

With the advances in technology and the forums offered on the Internet customers are not shy about letting others know when they have been wronged. They can communicate instantly with thousands and on a global scale if necessary. The reverse is also true, and when a customer encounters an exceptional level of care and/or service they are happy to spread the word. However to get customers talking you need to be doing something really different, really special and this is where customer care training plays its part. The aim of our one-day programme is firstly to raise awareness of the powerful influence service has on the reputations of organisations and secondly to provide participants with some practical tips and techniques on how to positively influence customers and callers during the conduct of their day-to-day transactions.  

We can come to you and
conduct this course onsite:

View Group Training details

 6 Ontario Terrace, Canal Road, Rathmines, Dublin 6. Tel: +353 1 4978353 Email; quinntraining@eircom.net