“Excellence in Customer Care”

Radisson Blu Portman Hotel, LLLooonnndddooonnn 25th - 29th August 2014

Knowledge Seekers UK, Customised Training

Knowledge Seekers UK, Ltd 38 Welldon Crescent, Harrow, London. HA1 1QR

Tel: +44 (0)2084275805 info@kseekers.co.uk www.kseekers.co.uk

Course overview To turn a satisfied customer into an enthusiast, you need to offer great service based on a deep understanding of your customers' needs. Price and product are important but it is the service that gives you the edge over your competitors.

Loyal customers come back; they also promote your business through word-of-mouth recommendation. By building a long-term customer base, you can reduce the costs of looking for new customers and improve your bottom line.

The course will give you the skills to develop customer loyalty and will teach you how to feel confident in any customer situation. This course is designed to help you handle difficult customers and situations and to make the most of every customer contact.

This course will help you analyze areas for self-improvement for each delegate to take away a personal action plan that helps them understand how to get a customer for life.

Who should attend? This course is created for employees who deal with clients on a daily basis, creating the image of the company in the eyes of the customer and making them decide to leave or come back. This course is highly recommended for all frontline staff from different fields, including:

Customer service employees Receptionists Bank Cashiers Sales and service advisers Middle managers

‘It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages’ Henry Ford, founder of Ford Motor Company

Course Aims & Objectives Course adds real value to your organization and raises your Customer Care standards to an exceptional level. At the end of this course delegates should be able to:

Stand head and shoulders above the competitors

Deal with complaints with Empathy and Efficiency

Develop New Customer Relationships

Exceed customer expectations and encourage repeat business

Gain skills in handling difficult customers

Gain Confidence in your Customer Service Role

Improve staff morale and reduce turnover

Reduce operational costs

Knowledge Seekers UK, Customised Training

Knowledge Seekers UK, Ltd 38 Welldon Crescent, Harrow, London. HA1 1QR

Tel: +44 (0)2084275805 info@kseekers.co.uk www.kseekers.co.uk

Training Methodology

Group/individual based exercises Practical role-plays Case study After course follow-up

(Day 1) Introduction & Identifying Individual Objectives

Introduction to Knowledge Seekers UK Complete registration and to find out how we meet participant’s needs and achieve their

expectations on both personal career and organizational goals levels Course Introduction and Overview

(Day 2) Customer Care

Defining customer care: Service as a philosophy – Customer expectations Describe your customers: VIP- Customer needs – Different cultural backgrounds Meeting expectations: Timeliness – Quality - First impressions Standards: Face to face contact

(Day 3) Effective Communication

Communication: Barriers to communication - Non-verbal communication – Emotional Intelligence

Dealing with challenges: If you do not know the answer - When to say NO - Handling Unreasonable expectations

Techniques dealing with difficult customers Cultural awareness: Stereotypes and bias and how to avoid it

(Day 4) Problem Solving • Seven Steps to Customer Problem Solving: Seven steps to problem solving – problem solving in different situations Eliminating customer service problems: Critical evaluation - informal surveys Handling customer complaints

(Day 5) Case Study & Feedback

Practical tasks & Case study A Personal Action Plan Course feedback

Knowledge Seekers UK, Customised Training

Knowledge Seekers UK, Ltd 38 Welldon Crescent, Harrow, London. HA1 1QR

Tel: +44 (0)2084275805 info@kseekers.co.uk www.kseekers.co.uk

Key Features include: Pre-course questionnaires to establish your individual and business concerns Practical exercises and discussion sessions Take-away comprehensive course documentation

Course Details

Quality performance guaranteed by:

Course Title “Excellence in Customer Care”

Course Duration: 5 days training

Pre- Schedule:

25th - 29th August 2014

Timings:

09:30 AM – 03:00 PM

Fees per participant VAT included:

£ 3500 GBP

Venue: Radisson Blu Portman Hotel, London

Course fees Include:

Documentation & handout+ USBs

Completion Certificates

Refreshments & meals

Pickups from and to airports at arrival and leaving

Discount (3 or more delegates from same organization)