Customer Service
Caring for Your Customers
If YOU deal with customers, either face-to-face or on the phone, you are the point of contact between customers and the organisation. Its your approach to customers that ensures, or denies, their satisfaction and determines whether they come back. The quality of service you provide to your internal customers, like your colleagues, people in other teams or departments, etc., is equally important. This course involves ACTIVELY establishing a relationship where customers feel valued, understood and special. This means looking for ways to provide not only a basic service, but to EXCEED what the customer might normally expect.
Putting Customers First
Learn why you must care for your customers. In today’s business environment there’s often little to choose between one organisation’s products/services and another’s. The quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty.
Quality in Practice
Learn how to create your own Quality Action Plan comprising: a precise statement of your customers’ requirements; a step by step plan for improving quality, i.e. satisfying those requirements; a method for measuring performance and conformance to the plan. This course will help ensure that your Quality Action Plan will become invaluable for improving quality in your organization.
Best Practice for Effective Business Writing
This module concentrates on basic sentence structure, which will enable the user to write effective English. This course helps to make everyday written business communication more purposeful, correct and efficient. It is aimed at Business people and will instruct in skills often forgotten since the ‘O’ Level/GCSE English Language days. It is full of handy hints and do’s and don’ts for everyday written English. Because of it’s modular approach, users can choose to strengthen particular areas that they feel may need attention, or undertake the whole course.