Customer Satisfaction
With an increased focus on business development and client retention, excellent customer care is a fundamental ingredient for successful organisations.
Course Benefits
* More customer focused personnel
* Greater awareness of our customers’ expectations
* Creating loyal customers
Course Programme
* What is customer satisfaction?
* Why is it vital to any organisation?
* Who are our customers?
* Satisfying customers
* What do customers expect?
* Effective listening to achieve customer satisfaction
* Questioning techniques
* Complaint management
* Email etiquette
* Having a positive attitude towards complaints
* Using behaviour to influence customers
* Using behaviour to eliminate conflict
* Techniques for dealing with complaints
This course is designed for people on the front line dealing with customers face to face or over the phone.
Please contact Irish Times Training by emailing gencourses@irishtimes.com or calling 01 472 7101.
