Customer Care Course - Open Workshop
9th November 2009
Limited places are available on CentreStage's one-day customer care course, running on Tuesday 9 February 2010 at South Hill Park in Bracknell, Berkshire. We've run this highly successful programme for some of the most prestigious London hotels as well as the Royal College of Music, and this is an opportunity to book your place on this highly interactive, thought-provoking workshop.
The profitability and commercial success of your business is driven by your customer service. It determines what people say about your organisation and establishes customer loyalty. You may have a great product, brilliant systems and glossy, state-of-the-art advertising, but in these challenging times the way your people interact with customers is often what sets you apart from your competitors...for better or for worse.
CentreStage has a proven track record in delivering truly effective customer care development, using drama-based techniques to explore in depth what great customer care really looks like and how behaviours can make all the difference. Our one-day interactive customer care workshop combines live acted scenes performed by professional actors, plenary discussions, interactive exercises, theory input and forum theatre, making it extremely practical, memorable and fun.
Course content
Customer Care
- What do customers what?
- Causes of bad service
- How do you delight your customers?
- The first minute
- Creating the right image
Communication Skills
- Communication theory
- Questioning skills
- Active listening
- The power of body language
- Dealing with ‘difficult’ customer situations
- DESC Scripting
Internal Customer Care
- What is an internal customer?
- Why is it important?
- Benefits to external customers
Managing Stress
- Where does stress come from?
- The effects of stress
- Dealing with stress
- Relaxation techniques
Action Planning
- Where do we go from here?
- Construct a personal action plan
Objectives
At the end of one day you will be able to describe what customer care is and why it is essential to your business. You will be able to demonstrate a high level of listening and questioning skills and an ability to solve problems, deal with complaints, and handle aggression. All this in a calm, positive and courteous manner.
Facilitator
The course is facilitated by Julian Hirst, a director of CentreStage with over twenty years experience in learning and development as a trainer in the areas of customer service, diversity and management development. Julian is also a professional actor and a former associate of ICL Learning, The Cable & Wireless College and Peritas plc. He will be facilitating this course with the help of a professional actor.
- Cost: £300 + vat per person (includes lunch and refreshments throughout the day)
- Date: Tuesday 9 February 2010
- Times: 9.30am - 5pm
- Venue: South Hill Park, Bracknell, Berkshire
To book or find out more Contact us on 01344 876800 or email gerri@centrestage-roleplay.com.