Format: Open Course
Start Date: 03/12/2012
Duration: 1 Day
Location: Central London
Whatever the organisation, excellent customer service is the basis for sustained success - whether profit making or not-for-profit, all organisations are accountable for their customers' satisfaction. Whether the customer is external, and purchasing/receiving products or services, or internal, and dependent on colleagues for the provision of information or services, meeting the expectations of customers is key to survival. When there is customer loyalty, the customer retention rate is high and business results tend to follow. Conversely, dissatisfied customers are believed to tell eight to sixteen others by word of mouth about their dissatisfaction, or thousands of others through the internet.
This course will enable participants to meet the ever-increasing needs of their customers. It will show participants how to make a good first impression, and how to develop and maintain ongoing relationships based on trust and high quality communication that will bring long-term success to the organisation. The course will use a range of relevant, powerful and motivating activities that draw on participants' own experiences and that generate ideas to make improvements to the way they work with and respond to their customers.
It is particularly recommended for anyone who works directly with customers, whether they are internal or external, and whether they are paying for, or simply receiving a product or a service.
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