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How to create a great customer experience - delivering exceptional customer care for front line staff
Sub-titled ‘only happy customers come back’ this fully interactive workshop is written specifically for anyone who has to deal with ‘customers’ in the front line
 Fast paced and based on 35 years practical experience at the ‘rock face’, the workshop features sessions on how to communicate effectively with customers, personal body language and the skills needed to be an effective member of the front line staff
By the end of the course candidates will:
*Know how to recognise and deliver customer expectations consistently
*Be able to deal appropriately with any customer situation – including difficult and angry customers
*Have improved confidence and self – esteem
*Know how to achieve excellence and recognition they deserve
*Know the key steps to creating a customer ‘for life’
*Includes real life case studies and exercises but no embarrassing role playing
Available as HALF DAY Introduction to customer care
CLICK FOR FULL DAY 'WHO CARES WINS' PRACTICAL WORKSHOP
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Customer care for Managers - how to create exceptional customer service that delivers increased sales and maximum profit
The old adage 'customers are not dependent on us, we are dependent on them' is never more truer than it is today. Customers have never been so demanding, or so it would seem. Customer frustrations and complaints are running at an all time high and yet we have both the experience and new technology to provide the highest possible service to our customers.
This seminar has been designed for managers / owners who wish to identify what it takes to keep today's ever demanding customer happy. It looks at w hat customer care skills we need to 'go that extra mile' and how to develop a complaints procedure that can actually strengthen the bond between Business and Customer. A lively, very informative day with plenty of examples and interaction
During the FULL DAY you will:
*Understand the difference between customer care and customer service
*Help develop skills to operate a successful customer care programm
*Produce a plan of action and know how to evaluate results
By the end of the course candidates will:
1. Recognise the need for a structured customer care programme
2. Identify the skills that need further developing
3. Have a plan of action for implementing these skills into a programme
4. Have a complaints department that strengthens the bond between your Business and the customer
Available as a FULL DAY Managing customer service
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Send three and fourpence, we’re going to a dance* – how to be a more effective communicator 
Misunderstanding another person's communication can have serious consequences as in the example above (supposedly from a First World War directive* - 'send for reinforcements, we're going to advance)
This is just one example of a classic ‘mondegreen’ (Sylvia Wright ‘The death of lady Mondgreen’ Harpers Magazine 1954) - a word or phrase that when spoken is misheard as something completely different. Many people today still can’t understand what the Beatles were on about when they sang ‘the girl with the colitis goes by’ ('the girl with the kaleidoscope eyes') or why Credence Clearwater Revival should keep referring to 'the bathroom on the right' (the bad moon on the rise') and how many of us hear Jimi Hendrix singing ‘Scuse me while I kiss this guy’('scuse me while I kiss the sky')?
The patient phoning the hospital asking for Sir Michael Spears (cervical smears) are all examples of how we can get it so wrong – and so easily.
In today’s fast paced, ever changing world, the art of effective communication is a vital skill in improving business relationships and even reducing the threat of litigation (especially in financial services where a great deal of communication is over the phone)
During this highly interactive fast paced and entertaining (using case studies and examples) workshop we will:
- Setting communication objectives – the use of supersize goals
- Selecting the right words to use
- The use of questions
- The art of active listening
- The 3 different ways of receiving information
Available as HALF DAY Introduction to effective communication skills
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Dealing with difficult people - how to turn the tragic into magic
All of us dread the situation where we are dealing with someone who is difficult. It may be a one off situation, or it may be a situation at work where we are faced with the same difficult person day after day. None of us likes dealing with these situations and unfortunately we tend to revert to the primal response of fight or flight, neither of which is particularly useful in resolving the situation
In years gone by we may have been able to ignore these sorts of situations, often called ‘personality conflicts', just kept our mouth shut and got on with job. In the past our predecessors were mainly involved in routine or mechanical tasks, today most of our roles include problem solving and troubleshooting
This workshop – using a mix of behavioral science and good management techniques covers:
*The Ten most common types of difficult behaviour – including the top 3 and how to deal with them
*Prime Directive – a set of standards or a mindset that we apply to every situation where we are dealing with another person no matter who they are
*The three critical factors in establishing trust
*Slaying the Dragon - Dragons are personality traits that act as challenges
*Using Effective Communication – including body language and buffer zones
*The 10 varieties of aggressive behaviours and how to manage the
*Handling conflict by taking a positive approach / Assertive Behavio
* Managing aggressive behaviour / Initiating Action with Difficult People
*What to do when people are getting angry or upset - Defusing another person’s anger
*Establishing procedures for handling very difficult, even violent behaviour at work
Available as HALF DAY Introduction to effective communication skills
Download pdf learning outcomes
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