may, 2019

01may9:30 am12:30 pmBusiness Gateway Workshop - Customer Service for More Profit

Event Details

This programme allows delegates to understand the concept of in depth customer service, resulting in more business satisfaction, business retention and increased profit.

This programme looks at both the processes of customer interaction and also the softer personal skills and tools. If implemented correctly over time, existing business will be retained, repeat business will occur and the customers will have good positive feelings towards the team and the organisation. This is an interactive, engaging workshop using different coaching techniques so that delegates have a fun, informative and interesting learning journey, based on the needs and scenarios that exist within their own organisation.

Programme Content

  • The role of customer satisfaction in business.
  • Commercial considerations – growth in margin and profit
  • Customer service as part of the marketing or business cycle
  • Customer satisfaction models
  • Customer insight – what do they say? – the good, the bad and the ugly
  • OK, Good and WOW – the goals for customer service
  • Customer service models
  • Customer care polices
  • Greetings and initial impressions
  • Working in different mediums – face to face, telephone, email, mobile
  • Opportunity spotting

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(Wednesday) 9:30 am - 12:30 pm


Burns House

Ayr KA7 1UT

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