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Management Development

Quality Customer Service Course is a one-day course that is designed to equip participants with the skills and knowledge of how to provide quality customer service in the course of their daily work. The course aims to instil an ethos of exceptional customer service into the culture and workings of an organisation. It will focus attention on enhancing participants’ skills in delivering exceptional customer service to both the internal and external customer. This course will develop participant’s interpersonal skills with a focus on communication (face to face, online and when on the telephone) including how to deal with complaints, conflict and criticism and how to actively listen to customers.

Quality Customer Service

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Key Facts

Delivery Method

Quality Customer Service is a one day course (10:00 am - 4:30 pm)  that will be delivered in person at the IPA.

Scheduled Date:

  • 22 October 2024

The IPA’s approach is to use a blend of short presentations, facilitated discussions, practical exercises, and individual and group reflection in an interactive way to facilitate the participants’ learning.

Please note that as this is an interactive programme of training with an emphasis on engagement and skill building, we limit the size of the group.  If you wish to book places for a number of staff from a single organisation, we recommend that you contact training@ipa.ie in the first instance, as a tailored programme may be more suitable.

Commences

22 October 2024 Bookings for this course close one week in advance of start date.

Duration

One Day Course

Fees & Enrolment

Fee: The cost of this course is €450 per person. 

Individuals who are paying for themselves must pay in full by credit card at the time of booking.

Booking: Bookings must be received in writing using the online booking option (see below).

All bookings will be confirmed via email.  Please send completed booking forms to:

Central Bookings Office
Institute of Public Administration
57-61 Lansdowne Road, Dublin D04 TC62
Tel: (01) 240 3666 | Fax: (01) 668 9135
Email: training@ipa.ie

All IPA courses are subject to minimum participant numbers. 

Cancellation Policy: Please note, that in the event of a cancellation less than 48 working hours before the commencement of a course, a 15% cancellation fee will be charged.  Cancellation fee will also apply to non-arrivals on the day.

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The Programme

Quality Customer Service Course is a one-day course that is designed to equip participants with the skills and knowledge of how to provide quality customer service in the course of their daily work. The course aims to instil an ethos of exceptional customer service into the culture and workings of an organisation. It will focus attention on enhancing participants’ skills in delivering exceptional customer service to both the internal and external customer. This course will develop participant’s interpersonal skills with a focus on communication (face to face, online and when on the telephone) including how to deal with complaints, conflict and criticism and how to actively listen to customers.

Learning Outcomes

Upon completion of this course, participants will:

  • Recognise the importance and impact of customer service and make excellence in customer service a core value.
  • Focus on customers' expectations, explain what customers’ value and create a customer focus.
  • Explain the differences and similarities between internal & external customers and how to demonstrate excellent customer service with both.
  • Demonstrate the key interpersonal skills needed to deliver a quality service both on the telephone and face to face.
  • Demonstrate their abilities to ask questions, listen actively, empathise and respond effectively to all customer needs.
  • ·Recognise the various categories of difficult customer situations and agree the best approach to be taken in order to achieve the desired positive results.
  • ·Bring the learning from practice sessions into the workplace and have a step by step approach to their customer service delivery.
Course Content

The course will cover the following areas:

  • Understanding what is excellent customer service?
  • Who are our customers and what are their needs?
  • What do customers expect?
  • How do we manage customer expectations?
  • Guidelines and policy
  • Customer Service Skills
  • Dealing with difficult customer situations
  • Learning from complaints – what can I/We do differently?
  • How do I look after myself?
Other Information

Excellent Customer Service can be tailored to the specific requirements your organisation and delivered on an in-house basis at a negotiated rate. Please email training@ipa.ie if you would like further information about customised training.  One of our Training team will then be in contact to determine your specific training requirements and provide you with a quotation.

Course Leader

This course will be delivered by members of our Leadership and Management Training Team, Susan Hawkins and Georgina McElwee.

 

Please select if you are booking as an individual or on behalf of an organisation

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