Management Training & Consultancy Limited

*NEW* CUSTOMER-FOCUSED INNOVATION

(10 Days)

SUITABLE FOR:

Customer Services Directors, Senior manager, Managers, Supervisors and employees dealing with different types of customers.

SUMMARY:

Within a customer-focused culture, customer service teams need to deliver first class service at the front-line. In a pressurised environment they need to build a strong morale, a high sense of team spirit and feel supported by the internal service culture. The topics covered include:

* Promoting the quality image of the organisation
* Dealing with enquiries
* Understand the skills and various methods required for the effective communication with customers
* Dealing with difficult situations
* Successful handling of complaints
* Motivation - become customer oriented
* Customised benefit analysis related to a buyer's needs
* Total value Analysis
* Case Studies

OBJECTIVES:

At the end of the course, delegates will have:

1. Acquired the skills to increased sale, improved profitability and bigger market share from building long term customer relationships.

2. Acquired the ability to deliver competitive advantage for your company

3. Benefited from increased personal success, self-confidence and professionalism.

4.Both the motivation and the advanced skill- set needed to apply the customer-focused framework.

FEE: £3,750

Excluding accommodation and meals

LOCATIONS:	DATES:
Dubai	April 01 – 12, 2012
Dubai	October 07 – 18, 2012

COURSE PRESENTER

JOHN WOOD, MA (Oxon.)

Established Service Management principles and processes, including SLAs, to provide reliable high performance production services, in many organisations, public and commercial. Clients include leading European manufacturers, banks.

Has advised many organisations in managing quality, with training and project workshops for establishing BS5750/ISO9001- complaint quality management of IT services.

As a result of the success of this project, subsequently invited on a single tender basis to

develop the SSR for the department's Market Test of their IT services.

Managed Facilities Management services provided by one of the major FM suppliers, for a US Investment Bank.

Systems Development/Project management, Built project teams and controlled application systems projects varying in size from 3 man months to multi-manyear, all delivered on time and within budget.

Installed a Dealing Room and Integrated Market Data Service system for a leading international

Bank, based on a Novell/Window/Unix platform. This has since been featured in the computer press as one of the most advanced on time and within budget.

Directed the project for the evaluation of information engineering methods and CASE tools.

Installed in a complex PC local area network for equities and gilts trade processing in support of a systems development project.