Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.
Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.
By the end of this workshop, you should be able to:
Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.
Module One: Getting Started
Module Two: Who Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Customer Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service
Module Seven: Giving Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
Module Twelve: Wrapping Up
The Institute of Leadership and Management (ILM) is Europe’s foremost leadership and management body.
ILM provides qualifications in leadership and management, coaching and mentoring and specialist areas such as social enterprise. We accredit 2,500 training experts to deliver our qualifications globally.
ILM also connect a community of 35,000 leaders and managers committed to making a real difference to their organizations. They become better managers by receiving the professional recognition and management support that comes with ILM membership.
ICTD tries to maintain the standards of teaching by the help of different accrediting body;
IAO (ISO 9001: 2008), ACTVET, PMI®, QRS, CAMBRIDGE, International PMA, CILT, University of Cambridge, MICROSOFT and ILM (Institute of Leadership and Management).
ICTDs program are designed to offer our clients the latest information and techniques in their relevant sectors, making them aware of all the advancements in their respective industries.
ICTD upholds its 4 guiding principles; Integrity, Innovation, Teamwork and Dedication in every aspects of the business.
Based on case studies (30%); Techniques (30%); Concepts (10%) and Role Play (30%)
This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.
Daily Course Timings
08:00 - 08:20 Morning Coffee / Tea
08:20 - 10:00 First Session
10:00 - 10:20 Coffee / Tea / Snacks
10:20 - 12:20 Second Session
12:20 - 13:30 Lunch Break & Prayer Break
13:30 - 15:00 Last Session
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