Customer Service

1 day workshop plus online programme

BALM
Blended Accelerated Learning and Memorising Programme

Awareness of customer service is a necessity in today's working environment. A workforce that is aware, willing and committed to valuing differences and visibly welcoming all sections of a customer base so that they can use their unique talents to the full, is a key requirement for any organisation.

Course designed for anyone who needs an in-depth understanding of how customer service impacts on a diverse customer base.

Customer Service - Public Sector - Course Aims and Objectives

At the end of the course the participants will be able to:

• Define Customer Service
• Deal with customers who are not fluent in English
• Improve and develop active listening skills
• Use the Ten Techniques to deal with difficult people
• Understand the difference between direct and indirect discrimination

The course will also cover:

• Complying with the law, organisations' policy and best practice
• Recognising that people are different from one another
• Valuing people as individuals, including respecting their differences and their differing needs

What's Included?

• Instruction by an expert facilitator
• Specialised manual
• 30 day e-mail follow up
• Certificate of attendance

Fees

On-site: £800 + VAT for one day, maximum of 8 participants (i.e. £100 + VAT per participant). This includes all training materials, manuals, etc.
Additional costs: Trainer's travel expenses and overnight accomodation if required.

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SmarterBrain Training is owned by Patrick Tansey. Patrick has been a keynote speaker at the Institute of Customer Service's conferences on four separate occasions.

" ... what can I say? You were a star turn!! ... I have attached a chart on the feedback from the conferences. " - Robert Crawford; Director, Institute of Customer Service.

For more information on Open Courses or in-house training :

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