Quality Customer Service (5508)
Quality Customer Service - 1 Day Course
Why do customers not return to an original supplier?
The statistics tell us that: 1% have died, 3% have moved to another area, 5% have developed other contacts, 9% have gone over to the competition and 14% believe that they will get better material service elsewhere; the other 68%? Well, they don’t go back because of the poor personal service they received! If we receive good personal service we apparently tell around 3 people but if we receive bad personal service we shout about it to 10 other people!
Add to this the fact that organisations that rate highly in terms of good personal service have higher sales growth, significantly better pricing (we are all prepared to pay more for good service) and are on average 11% more profitable
than their poor service competitors.
Aims and Objective
At the end of the workshop delegates will
- have real understanding of quality/customer care; its implications and opportunities for them as individuals, members of teams and the organisation as a whole
- have a reinforced spirit of organisational identity and co-operation towards a common mission
- understand how to deliver great personal service both as a service manager and as a direct service deliverer
- be practised in customer service skills
- have opportunities to consider other ways to improve customer service
The workshop will cover the following topics:
- What is Quality Service?
- Internal Service
- What’s in it for me?
- Thinking like a customer
See the programme for more details on workshop content.
Who Should Attend?
Anyone who delivers personal service, service managers keen to ensure they lead people to deliver the highest levels of service and anyone who would like to explore lots of ideas on what excellent service is and how to apply them in a practical way.
||Thursday, 19th July 2012
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£249.00+VAT: Group Rate 3+
£254.00+VAT: Small charity
(Turnover less than £1m)
||9.00am for Registration, Refreshments and Networking
Please read our terms and cancellation policy before booking
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This training course is delivered in a workshop style. It is highly participative with a blend of presentation, group exercises and debate. A comprehensive delegate pack is included. .
To ensure effective levels of delegate participation, involvement and interaction, delegate numbers are restricted. This workshop is suitable for groups of 2 to 20 delegates.
Formal CPD certificates are provided after the event in a form which is acceptable as CPD evidence to many professional bodies and institutions.
The facilitator for this workshop is a highly experienced trainer with in-depth subject knowledge.