In-house Training legal-island.com How to increase customer satisfaction and workplace performance: Customer Service Programme Great Value In association with Management Business Solutions (MBS) In a busy service environment it can be difficult to provide training to your entire workforce. The business must continue to operate and staff can work varying shift patterns. Off the shelf programmes don’t always address the right issues and the date and location don’t always suit. HR and management are expected to organise high quality training, specific to the organisation that is suitable for all staff and has a positive impact on workplace performance. How we can help Who should attend We have designed a customer service programme in association with Management Business Solutions specially for employers and businesses in the service sector, focusing on increasing sales and customer satisfaction. The programmes are designed for those working in customer service. They are suitable for groups ranging from 3-20 people. Those attending the programme will be introduced to innovative sales and customer care techniques. The programme also looks at culture changes leading to the delivery of excellent customer service, enhanced customer relationships, customer loyalty and revenue generation for your business. The total cost of a full day programme is £950+VAT (maximum of 10 delegates). Extra delegates can be added at an additional charge of £95+VAT per delegate, up to a maximum of ten. The content can be tailored to meet the specific requirements of your organisation and will incorporate the organisations commitment to delivering customer service, values and policy. To ensure flexibility the programme can be delivered in a half or full day format. After the programme you will be better able to: • Identify and use the latest best practice customer care techniques. • Respond to customers while focusing on assertiveness, fact finding and customer needs. • Increase customer satisfaction. • Improve work performance and personal effectiveness. • Support a culture that leads to excellent customer service. Need a venue? Legal-Island’s training centre, in Antrim, is available for hire from as little as £60 per day. Price For pricing information on our half day Customer Service Programme please contact Kerry Murphy Trainer: Joe Blair MBS Joe is a training and development specialist with more than 20 years’ experience in management and training and development with BT. In his current role, Joe works with companies designing and delivering culture change programmes on customer service management. Joe is a guest speaker with the Belfast Entrepreneurs Network, an associate consultant with Global Horizon Skills and a business partner at Benmore Training Academy. “The training Joe Blair delivered was very inspirational and energising. Joe brought lots of ideas, in-depth knowledge and experience. We look forward to collaborating with Joe in the future.” Kevin McShane Economic Development Officer, Omagh District Council Customer Service Programme Half Day Full Day 9:00am Welcome, Introductions and Overview of Programme 9:00am Welcome, Introductions and Overview of Programme 9:30am Customer Care, Key Principles and Concepts Internal and External Customer, Human Business Model, Cycle of Service, Customer Interaction, Communication and Complaint Handling. 10:45am Break 11.00am Group Working Case studies from the workplace highlighting key issues linked to customer service. 11:30am Delivering Excellent Customer Service: The Three Ring Model Introduction to an innovative concept and approach to increase awareness of proven methods of delivering excellent customer service. 11:45pm Sales Skills Development and Role Play Sales technique and an opportunity to practice skills in a supportive environment. 12:30pm Review and Close Both programmes can be delivered at a time or venue to suit your requirements. 9.30am Customer Care, Key Principles and Concepts Internal and External Customer, Human Business Model, Cycle of Service and Customer Interaction. 10:45am Break 11:00am Group Working Case studies from the workplace highlighting key issues linked to customer service. 11:45am Delivering Excellent Customer Service: The Three Ring Model Introduction to an innovative concept and approach to increase awareness of proven methods of delivering excellent customer service and best practice. 12:30pm Lunch 13:15pm Complaint Handling and Case Study Group Working 14:00pm Effective Communication: Assertiveness and Dealing with Conflict 14:45pm Break 15:00pm Sale of Goods Act, Data Protection and Compliance 15:30pm Sales Skills Development and Role Play Sales technique and an opportunity to practice skills in a supportive environment. 16:30pm Review and Close Expression of Interest In-House Training Customer Service Programme Title (Mr, Mrs, Ms etc) Name Organisation Name Organisation Address Postcode Telephone No Email Address How to return this Expression of Interest 1 Fax it to us on 028 9446 3516 2 Scan it and email it to us at [email protected] 3 Post it to us at Legal-Island, Island House, Station Road, Antrim BT41 1BH For more information, please contact Kerry Murphy on 028 9446 3888 or [email protected]