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Foundation for Human Resources Development>
Continuous Professional Development Programme 2010
Customer Care and Beyond
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Course title: |
Customer Care and Beyond |
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Dates: |
27, 28, 29, 30 September 2010 |
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Time: |
09:00 – 13:00 hours |
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Profile of the Trainer:
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Sandy Scerri brings a rich background of more than twenty years in training, coaching, mentoring and people development in both the non-profit and corporate sectors into to her work as a professional trainer.
Sandy utilizes fun and interactive tools and techniques in all her training programmes. She uses her passion and enthusiasm for life and fun, and her knowledge of people and cultures, together with her strong communication, motivational and interpersonal skills, to offer the people around her the opportunity to unlock their potential and turn their dreams into a reality and thus achieve job satisfaction and personal development.
She is a training specialist and has been involved in the design, delivery and development of training programmes for the past 18 years. She has worked in a training capacity for MISCO, Melita Cable, Corinthia Hotels International and Starwood Hotels & Resorts. |
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Rationale of the Course
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Customer Care and Beyond goes a step further than just the usual Customer Care Training Programme. The most important relationship your company should have is the one with their customer as well as their employees. Any skills you can enhance that will strengthen that relationship will only benefit your company in many ways. Providing excellent Customer Service is and should be a coat we wear daily. This programme has been designed to enhance customer service skills, building on loyalty to our company brand as well as look inward to enhancing and promoting our own personal brand. |
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For Whom
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This course has been designed specifically for companies who would like to enhance the current customer service they are providing and ensure that their values and those of the employees blend to make them a great company to do business with.
Customer Care and Beyond is an interactive and participative programme which will invite delegates to learn more about company loyalty and branding, quality care, communication, telephone etiquette, image and personal branding. It has been designed for anyone who deals with Customers, both internal and external, on a daily basis. |
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Course Aims and Objectives
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Upon completion of the workshop delegates will have a better understanding of:
ü how to provide quality care and positivity
ü understanding and relating to brand loyalty
ü visual and verbal communication
ü providing good telephone etiquette
ü developing a company and personal image
ü enhancing personal grooming
ü understanding personal branding |
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Course Content
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Reviewing the basics of providing Quality Care with Pride
o Skills and Competencies of Quality Service
o Moment of Truth
o Professional Behaviour
o Loyalty to your Company Brand
Achieving a Positive Mental Attitude
o Attitude is everything
o Responsibility to the client
o The power of a smile
o The influence of a positive attitude
Communication
o Visual and Verbal Communication
o Handling Complaints
o Dealing with Difficult Clients
Telephone Techniques
o Making your VOICE work for you
o Questioning Techniques
o Listening Skills
o Telephone Etiquette
Grooming
o Dressing for success
o Cleanliness and Hygiene
o Why it is important to always look good
Personal Branding
o Why it is important
o How you will benefit
o Building your personal brand
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Learning Facilitation |
· Interactive discussions
· Group activities on each principle
· Case Study
· Role Plays
· Tutor feedback
· Fun!
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Venue: |
Casa Leone, Pjazza Robert Samut, Floriana, FRN 1200 |
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Course fee:
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Members:
Non members:
With the second person, the company will get the third participant free.
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Certificate |
Those who attend for 80% of the course will be awarded a certificate |
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Bookings:
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To register on line please go to:
http://www.fhrd.org/regform.html
or
Please click below for a Registration Form
http://www.fhrd.org/RegistrationForm.pdf
Bookings to be made by Friday 3rd September 2010 |
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