Excellent Customer Care (Communications Training) @ CMI - The Communications and Management Institute


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Communications Training

2. Excellent Customer Care


Content

		Course Aims & Objectives
		Course Overview
	1.	Why is customer service
		important?
	2.	Losing Customers
	3.	Building relationships
	4.	Means of Communication
	5.	Meeting Customer needs
	6.	Measuring your performance
	7.	Customer expectations
	8.	Customer Service and Total
		Quality Management (TQM)
		....more

About the Course

This course is designed for individuals who wish

to learn the principles and practice of excellent

customer service. The programme is suited to

individuals who wish to enter the customer

service industry or improve their customer

retention skills. Also suited for those employed

in customer focused organisations such as

business development and customer service

executives.

The course will help participants become more

competent in all aspects of customer service.

Course Aims & Objectives

The course will focus you on the customers and services you provide and will help you

identify your real customer needs and how best to meet them. Ways to improve

communication with customers are evaluated and how best to retain customers are

explored. The course is particularly useful for organisations seeking to train

employees in quality customer service.

Excellent Customer Care - Course Overview

Why is customer service important?

Losing Customers

Building relationships

Audit your customer service, Customer Segmentation

What products and services are you providing?

What is the quality of the customer service you provide?
Communicating with Customers
Means of Communication
Handling Complaints and difficult customers
Meeting Customer needs
Customer focused systems and procedures
Measuring your performance
Customer expectations
Customers view of Service Quality
Developing a customer service strategy
Bridging the gap between expectations and service delivery
Action plan for quality
Customer Service and Total Quality Management (TQM)

Methodology
After a process of group discussions, problem analysis, case studies, role-play, each participant receives a course attendance certificate and course materials covering the core topics.

Duration and Cost
The cost of one day training for two or more participants is 590.00 Euro The course can be run on a one-to one basis and costs 690.00 for one day.

Scheduled Dates 2007/2008
Aug, Sept, Oct, Nov, Dec 07.
Jan, March, April 08.


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