Employment Law Seminars - All Events

Event Email Reminder

Full Day

This Customer Care & Service Programme has been specifically designed to address and meet the needs of employers and businesses to increase sales and customer satisfaction by developing their managers and staff in the delivery of excellent customer service. It will also meet the growing need to promote personal safety and risk awareness among employees who work in customer service environments. Book early to avoid disappointment - places are limited to 20.

Description

• 95% of complaining customers will do business with you again if you resolve the complaint instantly.
• For every customer who bothers to complain, 26 customers remain silent.
• The British Retail Consortium (BRC) Crime Survey showed incidents of violence and abuse against shop staff doubled in 2009. Physical violence rose 58%, verbal abuse by 37%.

What will I get out of this course?

• Increased awareness of current innovative sales and customer care techniques.
• Development of enhanced customer relationship skills, leading to increased sales, customer loyalty and revenue generation for your business.
• Increased awareness of conflict management and dynamic risk assessment techniques aimed at equipping managers and staff to deal effectively with situations which may place them and their customers in jeopardy.

What are the learning outcomes?

• Increased awareness of delivering excellent customer service.
• Equip managers and staff with the knowledge to recognise and effectively manage potential conflict situations with customers.
• Further development of customer service skills leading to increased customer satisfaction and loyalty.
• Increased sales and profitability.

What is the event programme?

The programme introduces staff and managers to innovative customer care concepts, sales and complaint handling techniques. It equips people with an increased awareness of conflict management and personal safety in modern customer service workplace environments. The style of delivery is supportive and highly interactive with group working, case studies, self assessment and role-play based on real workplace scenarios.

9.30 Welcome, Introductions & Overview of Programme

10.00 Customer Care, Key Principles & Concepts
Human Business Model, Cycle of Service, Customer Interaction and communication including self-assessment exercises.

11.00 Break

11.15 Delivering Excellent Customer Service: The Three Ring Model
Introduction to an innovative concept and approach to increase awareness of proven methods of delivering excellent customer service.

12.00 Group Working
Case studies highlighting key issues linked to customer service.

12.45 Lunch

1.30 Sales Technique & Customer Service Skills: Role Play Scenarios
Designed to increase awareness of current best practice sales techniques with an opportunity to practice customer service skills in a supportive environment. The session includes feedback to further develop individual sales and customer service technique.

3.00 Break

3.15 Conflict Management & Dynamic Risk: Assessment Techniques
An introduction to managing conflict with an emphasis on increasing understanding of personal safety and how to minimise risks related to working in customer facing workplace environments.

4.15 Complaint Handling
Guidelines for dealing effectively with complaints and introduction to a Service Recovery Model.

4.45 Review & Close

Who should attend?

Managers and staff of customer facing organisations in all sectors, including;

• Retail Outlets.
• Hospitality and Catering.
• Health & Social Care.
• Care/Nursing Homes/Sector.
• Public Services.
• Local Government.
• Community & Voluntary organisations.

Duration ~ Date ~ Location

Full Day Programme: 9:30am - 4:45pm
Tuesday 24th August 2010
Legal-Island Training Centre, Antrim

Facilitator

Joe Blair - Management Business Solutions

A graduate of Queen's University Belfast, where he studied Business Studies and Industrial Relations, Joe qualified as a Training and Development consultant, through the Chartered Institute of Personnel and Development (CIPD). Joe has extensive experience in the field of organisation development, training and facilitation in all sectors. Joe is a facilitator with the Belfast Entrepreneurs Network (BEN), designing and facilitating programmes on Intelligent Leadership and Customer Care and mentors organisations in Customer Service Management. Joe worked for BT in a number of roles including Management Development and managed Customer Service Sales teams as an operational manager in BT's Customer Service Division and had additional responsibility for staff development as an NVQ Customer Service Assessor. Joe is widely respected as a specialist in Customer Care.

Cost

£95+VAT

Book early to avoid disappointment - places are limited to 20.

Save an additional 10% if you book and pay online

How to Book

Pay Online: Simply click on the link to 'Book and Pay Online' at the top of this page. Just fill in the form and click 'Continue'. You can pay by credit card and your details will be sent to us. Confirmation of your booking will be sent to you by email and post. Choosing this method will save you an additional 10% on the cost of this event.

Pay By Invoice: Alternatively, if you require an invoice before paying you can book your place online and pay by invoice. To do this, simply click on the link to 'Book and Pay By Invoice' at the top of this page. Confirmation of your booking will be sent to you by email and post. Note: If you choose to book and pay by invoice, you will NOT be eligible for the 10% online booking discount.