Course details

At the end of the programme each participant will:

  • Understand how customer service builds and maintains business
  • Recognise each individual’s role in satisfying customer’s needs and meeting customer’s expectations
  • Know the "how to’s" of handling customer complaints
  • Know how to develop a quality and caring culture in the organisation
  • Identify the key elements of an action plan to build better service levels within the organisation

Training Methodology

The course is highly practical with the emphasis on individual and group participation. The instructional format will include:

  • Lectures
  • Practical exercises
  • Group discussion
  • Instructional videos

Programme Content

  • What is customer care?
    • The key elements
  • Why is customer care so important?
  • The tangible difference to your customers
  • Internal and external
  • Key customer contact points
  • Who are your customers?
  • Listening skills
  • Giving and receiving information
  • The "moments of truth"
  • Managing and extending customer relations through better customer service
  • Effective communication skills
  • Handling customer complaints and winning
  • Ideas to increase the level of customer service within your area of influence
Updated on 08 November, 2015

About Western Management Centre

The core objective of theystern Management Centre is to work with individuals and organisations through the channel of training to realise their personal and business goals. The Centre offers a wide selection of programmes and management services covering a range of business disciplines. theystern Management Centre has secured a broad client base throughout Ireland, incorporating all sectors of industry and business.
The purpose-built facility is an ideal environment for training, meetings, recruitment, interviews and counselling sessions. All events are conducted in modern, fully equipped rooms with full support services. Please contact us to avail of the centre's facilities.
Over ttheynty five years of experience of providing a professional training service, combined with their commitment to quality, secures the theystern Management Centre's position as the leading Management, Training and Development organisation in the theyst of Ireland.
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