Introduction
The term 'Customer Service' has come to mean far more than the straightforward (though rare enough!) service customers look for in a shop or restaurant, or on holiday.

Increasingly, 'Customer Service' now refers to the effective managing of our working relationships. These may be direct relationships with clients, with our colleagues (who may be our 'internal customer'), or with other departments, businesses and contacts with whom we interface. We may speak face-to-face, over the telephone, or we correspond in writing or by e-mail. Never has it been so easy - technically - to make contact; never has it been more critically important to make sure each contact counts!

This programme both introduces and develops the skills needed for front-line staff to consistently deliver the customer service that business survival depends on.

Learning Outcomes
On successful completion of this programme, participants will be able to:

• Differentiate between the product / service supplied and Customer Service
• Explain the impact of Customer Service
• Define Customer Service in the customer's terms
• Describe six principles of Customer Service, and list how these apply in their own business area
• Develop the perception to put themselves in the customer's shoes
• Use a range of interactive skills
• Manage difficult customer situations skilfully
• Employ effectively different channels of communication
• Give added value

Programme Content
Managing customer expectations is key to this programme and participants are challenged to consider service from different customers' perspectives that leads to the psychology of customer relationships. The programme is underpinned with best customer service theory and practice and includes the basic skills to deliver excellent service

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John Seymour Associates
Newminster House
27 – 29 Baldwin Street
Bristol
BS1 1LT