Led by: Paula Isherwood
To book this workshop, please
call us on +44 (0)845 257 0807
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Developing a customer service culture and environment
Who should attend:
This workshop has been specifically designed for all individuals who provide a service or product to external and / or internal customers. This includes customer service representatives, account managers, billing specialist, technicians and managers who may want to train, develop or reinforce their team¡¦s skills in this area.
2 Day course
Minimum 8, maximum 15 recommended.
By the end of the workshop delegates will:
Deliver better, faster service and increase customer satisfaction.
„X Know how to create the customer experience either face to face or over the telephone
„X Be able to interact with customers in a positive and confident way
„X Increase their credibility with customers and manage stressful situations more confidently.
„X Develop skills to question and develop your understanding of the problem before recommending solutions
Topics / Content:
The Benefits of excellent service
What is customer service?
Who is your customer?
Understanding and managing your customers and meet their expectations
Inspiring confidence through listening and building rapport
Dealing positively with complaints
Developing behaviours to achieve win-win outcomes
Creating a positive customer experience
Delegates will develop their skills to create the right experience for their customers. They will have practiced tools and techniques in how to use their voice, body language and listening skills to build rapport to achieve their customers¡¦ expectation. This course is not about teaching your staff to smile and be polite; it is about helping them to understand how their behaviour impacts on the customer experience.
Total cost for the course £2650 + Vat.
An accomplished management development programme facilitator, and business consultant with a strong career and academic record. Paula has experience in Business, Human Resources, Training and Management.
Paulaís commitment, focus and ability to identify and support implementation of effective HR & training strategies, plans and solutions, are well founded. Her effectiveness is related to her strong sense of humour, excellent communication skills, and ability to build positive long-term relationships at all levels. She has worked with all levels of management and has experience within most industries.
Most recently Paula has worked in the Middle East with senior managers from the Oil and Banking industries. The majority of programmes ran in the Middle East have been focused on Project and Business planning.
A member of the Chartered Institute of Personnel and Development (CIPD)
Paula is currently worked towards an MA in Coaching and Mentoring.
She has a BA Honís Business Studies, HNC Business and Finance, Training & Development TDLB. She is a licensed Covey Facilitator, Accredited Human Synergistics Consultant and IIP Advisor
Recent professional development has lead to full accreditation, for the Human Synergistics multi-level system for organisational performance measurement and development. This system enables organisations to initiate change programmes at individual, group and organisational levels.