 Description
The course is presented as a series of lectures and hands-on workshops and will incorporate the following topics:
- Why your firm needs customer care
- Why you should do something about it
- Customers Who are they? Internal and External customers
- Good customer service
- Face to face Customer Care
- First impressions
- Telephone Customer Care
- Handling complaints/ Dealing with angry Customers
- Action Plan
Notes
All QMI Scotland Limited courses involve a high level of student participation. A full set of student notes will be provided. A Certificate of Attendance will be awarded to all students successfully completing the course.
Aim
To improve customer satisfaction levels, and thus sales. By the end of this seminar you should:
- Recognise why you need to introduce a customer care programme
- Have a plan of campaign to install a customer care programme in your organization
- Understand the important customer care skills and how to use them
- Develop a complaints handling procedure that strengthens the bond between organization and its customers
Audience
Those who either deal directly with customers, both internal and external, or supervise staff who do.
Price
Please Contact Us for details.
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Instructors
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Catherine Macneil
Cath Macneil - Consultant (West of Scotland) - BSc, MSc, AMCQI, MCIPS, IRCA Registered, (IRCA Reg. No. 01887707) EFQM Trained Assessor
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Ian Jones
Ian Jones - Managing Director - I.Eng, FCQI, FIIE, MIED, IRCA Registered Principle Auditor, CQI Registered Senior Consultant
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Jack Dunn
Jack Dunn - Associate Consultant- MSc, FCQI, IRCA Registered Lead Auditor, Accredited EFQM Assessor, CQI Registered Senior Consultant
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