Enhance internal and external customer relationships

Every customer expects a courteous, efficient and professional service. If you have to deal with members of the public, then you must be aware of the importance of customer care, and its impact on your own work and the work of the wider organisation. Providing a quality service is more than simply providing the goods or service required. It is making the service receiver feel that they have been well looked after.

Course aims

To enable delegates to identify the elements of quality service provision; to recognise the contribution they can make towards quality service; and to investigate the potential for service improvement.

Who should attend?

Anyone who deals with internal and external customers through written, electronic or telephone communication.

What you will gain

Understand the kind of service the customer wants and expects, and develop your own ideas for providing that type of service. Develop skills needed to build good customer relationships, both internally and externally. See the benefits of providing a good service and having a positive attitude.

Course objectives

By the end of the course you will be able to: -

  • Identify your internal and external customers.
  • Understand the principles of providing a quality service.
  • Recognise what customers require from service providers and the role of interpersonal skills in quality service provision.
  • Identify positive methods of handling problems and complaints.
  • Review service provision in your work unit and identify potential areas for improvement.
  • Recognise effective behaviour on the telephone.

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Duration:
Course Code:
Delegate Cost:
1 day
CS1
£295 + VAT
Other courses you may like:

Relationship Management
Effective Communication Skills
Successful Negotiations

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What others said about this course 
Great use of role-play. PA (DCLG)
I would thoroughly recommend this course to others. TM (Department for Transport)
Trainer has excellent skills, particularly mentioning positive bits first in telephone conversations. NJ (Office of Fair Trading)
Course was well structured and was tailored to the delegates needs. MV (Office of Fair Trading)
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