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| Download Registration Form |
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| Date: |
12 - 13 Nov 09
22 - 23 Apr 10
08 - 09 Jul 10
02 - 03 Dec 10
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| Time: |
9.00am to 5.00pm |
| Fee: |
$898 |
| Enquiries: |
Tel: 6720 3333
OR email |
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Registration is on a 1st come 1st serve basis. Register early to avoid disappointment
Kindly download the Course Registration Form and fax it to us at: 6720 2222
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| Practical And Professional Knowldge |
 Simply servicing existing customers is not enough, customer service excellence requires a unique combination of professional expertise and efficient customer communication.
"Delivering Excellence in Customer Service" Workshop will equip participants with new powerful insight into client behavior and excellence in customer care, This 2 Day practical hands on workshop aims to help organization retain their existing client and to explore business opportunities and secure new clients. The workshop will allow us to examine what we mean by 'professionalism', and what is involved for customers to consider your organization a good one to do business with. The concept of quality, and exceeding a customer's expectations will be cover in great length to ensure you and your team offer a quality plus level of customer care.
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| Key Takeaways |
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This 2 day workshop is highly practical and inter-active, with best practice case studies shared with you from around the world. You will learn what it takes to keep customers loyal, and the hidden activities that might turn customers away without you even realizing it. You will also gain an understanding of how to persuade your co-workers to come around to your point of view, and service you and your team or department in an efficient manner. And finally, you will find out how to look for, and exploit new business opportunities in the market place.
- Understand what makes customers satisfied
- Review how well you service your customers currently
- Explore how to identify the root cause of your customer's dissatisfaction
- Develop effective tools for creating lasting client satisfaction
- Decide how to improve working relationships with others
- Apply business development techniques to boost business
- Create an action plan based on analysis of your current customer care situation
- Retain customers and build business
- Improve working relationships with internal customers
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This focused, practical seminar is useful for anyone who operates or manages any business or department that deals directly with customers. This is a Must for team leaders and managers at all levels in any organisation who wish to improve the service and care they offer to customers, and build new business opportunities
- Customer Care Team Leaders/ Managers
- Business Managers and Team Leaders across all industries
- Call Centre Managers
- Officers in Government agencies
- Business Development & Marketing Managers
- Professionals including Corporate Lawyers, Accountants, Doctors, Engineers and IT Managers
- SME Owners and Marketing Directors
- Insurance and, Financial Advisors from financial institutions
- Academics, researchers, trainers and consultants in related areas and interest
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Patricia Wellington is an internationally-renowned management consultant and author. Her areas of expertise encompass team leadership, the management of change, customer care, interpersonal skills and business development. She has written various books including Kaizen Strategies for Customer Care (Pitmans / FT) which sold well not only in Europe and the USA, but also was translated into Spanish for the South American market and Chinese. She was also a contributor to Kaizen Strategies for Improving Team Performance (FT / Prentice Hall), and her latest book Effective Team Leadership for Engineers was published in the Summer 2009.
Pat has many years of practical experience as well as a thorough theoretical grounding. She started her working life as a General Manager in a manufacturing and retailing organisation, and fifteen years ago moved into management training and consultancy. She has recently headed up the Management Development Unit of London Metropolitan University, the largest educational establishment in the UK capital, where as part of the DMT of the Professional Development department she experienced at firsthand what it took to manage staff during a period of merger and change.
 Her training and consultancy assignments have included working in blue chip organisations such as Coca Cola, Canon and Coats Viyella, and various United Nations aid agencies in Rome and Geneva. In the public sector she has worked for a range of government bodies in the UK, and delivered Masterclass programmes for several Business Links and Learning & Skills Councils. She has also worked in pharmaceutical organisations and with private hospital chains. In the Gulf she has worked with the Government of Dubai, and various petro-chemical organisations. For the last ten years she has been a regular visitor to Singapore, Malaysia and Indonesia delivering both public courses and inhouse programmes.
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| Date |
12 - 13 November 2009
22 - 23 April 2010
08 - 09 July 2010
02 - 03 December 2010
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| Venue |
Concorde Hotel, Orchard Road |
| Time |
9.00am to 5.00pm |
| Fee |
$898 |
| Enquiries |
Tel: 6720 3333 or Email: training@aventisgroup.com.sg |
- Registration is on a 1st come 1st serve basis. Register early to avoid disappointment
- Kindly download the Course Registration Form and fax it to us at: 6720 2222
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We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are experts in Leadership with extensive international experience.
Contact us today@ 6736 3633 / enquiry@aventisgroup.com.sg for a no-obligation training needs assessment, We will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment
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Introductions and Ice Breakers
The Fundamentals of Customer Care
- What is it that makes customers satisfied?
- The six satisfaction elements
- How to offer a value added service
- The meaning of the word 'quality'
Creating the Environment to for Customer Service Excellence
. Your Style of Leadership
- Key factors that contribute to a happy working environment
- Appropriate delegation and enablement/empowerment of front line staff
- Motivating your team to want to offer a value added service
Finding out Where New Business Opportunities Might be
. Feedback & Research
- How do we find out about new business opportunities?
- The pros and cons of different research methodologies
- Encouraging customers to respond
The Internal Service Chain
. Working with Co-workers
- Who are our internal customers?
- Understanding the different characteristics of people in the team/department and what they might contribute
- How to break down inter-departmental barriers and get what we need
- How to persuade and influence others
Problem Solving, Managing Feedback and Quality Improvements
. Getting things back on track, and improving quality in products and services
- The fundamentals of complaint handling
- Getting to the root cause of a customer's dissatisfaction
- Problem solving techniques
- Building quality improvements into everyday working life
Action Planning
. Action plan for workplace
. Evaluating & Measuring effectiveness
Conclusion
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