This course will address the process of designing and implementing a customer service system as a major competitive tool. Each day will concentrate on the provision of customer service from the individual, the company and a global perspective. It deals with determining the service expectations of different customer groups and developing a service strategy around their needs. It will address the importance of client relationships, how to write standards and how to develop top quality customer service teams.
Who Should Attend
Executives, managers and decision makers who are keen on improving service performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.
The course aims at achieving service excellence, so any professional looking to excel in service and looking to manage and motivate a team to develop a worldclass service offering would also benefit from attending.
The course will also look to improve the behaviours of service providers and examine the psychology of customers to enable them to deliver excellence at all levels and with a wide range of customers.
Benefits of Attending
- Deliver service excellence face-to-face, via email and over the telephone
- Describe the Six Sigma Kano Model and how it applies in the service arena
- Demonstrate how to handle complaints for an excellent outcome
- Turn a complaining customer into a happy loyal customer advocate
- Set goals, objectives and SLAs and monitor KPIs to ensure service excellence is maintained
- Comprehend how personalities and behaviours can affect service
The Institute of Leadership and Management (ILM)
The ILM is the UK’s largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising private training providers, further and higher education colleges, and employers delivering in-house management training.
When you register for an Informa/ILM Endorsed Programme you can be sure that it is:
- Practically based, and will complement your role at work
- Expertly designed to meet the needs of leaders and managers across all business sectors
- Supported by comprehensive learning resources
- Externally recognised as a high quality programme
Bonus: every learner registered on any type of ILM programme is automatically entitled to 12 months of free studying membership with the Institute of Leadership and Management which brings a terrific range of benefits.
For full details of the benefits of studying membership please visit: www.institutelm.com
Ian Mayfield is a trainer specialising in the design and delivery of sales, customer service, negotiation, presentation skills, coaching, HR, management, time and stress management and business skills training.
He works throughout Europe, the Middle East and the USA, across many varied sectors such as Oil and Gas, Telecoms, Finance, Retail, Logistics, Construction etc. Ian’s flexible style and knowledge of various cultures allows him to fully understand the needs of his audience and adapt his training sessions accordingly.
Ian is a member of the CIPD (Chartered Institute of Professional Development), has a degree in Business Coaching and is a qualified Performance Coach, NLP Practitioner and SDI (Strengths Deployment Inventory) facilitator.
Before becoming a training consultant, Ian worked in international banking for 15 years, in roles such as: retail sales and service, key account manager, mortgage specialist and senior manager of a personal lending team. Ian then moved into the HR department, where for several years he undertook various roles, the last role being national training and development manager, responsible for training of over 6,000 retail and corporate banking staff.
Ian strongly believes that the learning experience should be fun and always creates a professional, energetic and interactive atmosphere in all his training sessions.
Hilton Dubai Al Habtoor City
Hilton Dubai Al Habtoor City
Sheikh Zayed Road, Dubai
Telephone: +971 4 437 3333
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and successfully complete the assessment, will receive an Informa Certificate of Completion.
Pricing excludes 5% VAT, where applicable