Customer Service Excellence

125.00

This workshop focuses on providing understanding, skills and tactics to achieve and maintain excellent customer service standards. The methodology of making this a two-part Workshop ensures complete understanding and implementation of learning and skills.

Description

Programme overview

This workshop focuses on providing understanding, skills and tactics to achieve and maintain excellent customer service standards. The methodology of making this a two-part Workshop ensures complete understanding and implementation of learning and skills.

Learning Outcomes

At the conclusion of this two part workshop participants will be able to:

  • Define quality service.
  • Understand what is expected and how to deliver a higher level and consistency of service.
  • Become active brand ambassadors and advocates.
  • Participate in a team-enhanced culture with improved attitude and performance.
  • Understand how an individual’s behaviour impacts the behaviour of others.
  • Communicate more effectively and assertively.
  • Improve teamwork.
  • Improve Customer Experiences.

Who is the course for

  • Participants need, at a minimum, to have a basic level of English (both verbal and written skills).
  • Requires working in or desire to work in a Customer Service capacity – Hospitality, Retail, Hairdressing or Service sector.
  • Business owners who want to improve their Customer’s Experiences and their business’s bottom line.

Contents

  • Internal & External Customers – Understanding the similarities & differences.
  • Expected Standards & Key Components of Customer Service (Empathy, Expertise, Professionalism, Communication, Appreciation).
  • First and last impressions.
  • Back to Basics. Improve spatial awareness & confidence.
  • Importance of customer retention.
  • Improve Skills to deal with daily challenges & upgrading of service standards.
  • Effective Communication Skills and Creating a Strong Team.
  • Creating Excellent Customer Experiences – Being Customer-Focused.
  • Steps For Achieving Superior Quality of Service

Trainer Profile

Lisa Chalfa is Founder and Principal of Galway based Griffin Solutions International – Training & Development and has over 25 years of diverse international business experience working with hospitality, retail and service sectors. Lisa’s professional qualifications include a BBS (Hons.) – Honours degree in Business management and marketing. With an entrepreneurial spirit and a positive personality that opens doors and minds, Lisa thrives on helping individuals and businesses achieve higher levels of performance and growth through training and business consulting. Achieving a Win Win Win situation for companies, employees and their clients is Lisa’s ultimate goal and success to-date.

Event Details

Day 1: May 20, 2019

Day 2: May 27, 2019

Start time: 10:00 a.m.

End time: 03:00 p.m.

Venue: Connacht Hotel, Dublin Road, Galway, H91 K5DD