Customer service

Providing customer service well, whether it be internal or external contact, is vital for continued business success. That said, customers can be the most awkward, bloody minded and difficult people to work with sometimes.





Good working relationships are dynamic ones. Because of this they avoid becoming stale and falling into predictable patterns, which is when mistakes are made. Managing a relationship requires that people are alert to changing needs, aware of difficulties as they arise and able to see issues that need resolving. They are, in the best sense of the word, proactive.





Delegates are continually involved in exercises, games and processes that offer them a range of tools and techniques, as well as an intellectual understanding of the issues.





Tailored specifically to each group The Customer is Always Right is designed to help delegates create successful professional customer and supplier relationships.








* Non-verbal communication


* The danger of assumptions


* Defining clear "terms of reference"


* Setting effective boundaries


* Understanding trust and risk


* Dealing with blame


* Taking charge of challenging situations


* Knowing what your assets are


* Resisting manipulation


* Giving bad news


* Understanding commitment


* Understanding how to add value


* Giving them more than they expect