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Forthcoming Courses

ISO 9001:2000 Awareness Foundation Training (IRCA)
27 May 2008 - (1 Day) - Glasgow
Internal QMS Auditor (IRCA)
28 May 2008 - (2 Days) - Glasgow
ISO 9001:2000 Awareness Foundation Training (IRCA)
4 June 2008 - (1 Day) - Edinburgh
Internal QMS Auditor (IRCA)
5 June 2008 - (2 Days) - Edinburgh
ISO 9001:2000 QMS Auditor/Lead Auditor Training (IRCA) Course No. 2245
9 June 2008 - (5 days) - Aberdeen

Full Course Schedule

Customer Care

Course Application

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.

Course Application

Course Schedule

For a full listing please see our Course Schedule page.

Instructors

 Catherine Macneil Catherine Macneil
Cath Macneil - Consultant (West of Scotland) - BSc, MSc, AMCQI, MCIPS, IRCA Registered Provisional Auditor, EFQM Trained Assessor
 Ian Jones Ian Jones
Ian Jones - Director - I.Eng, FCQI, FIIE, MIED, IRCA Registered Principle Auditor, CQI Registered Senior Consultant
 Jack Dunn Jack Dunn
Jack Dunn - Director - MSc, FCQI, IRCA Registered Lead Auditor, Accredited EFQM Assessor, CQI Registered Senior Consultant
Accreditations