CREATING A CUSTOMER FOCUSED ENVIRONMENT IN THE WORKPLACE SECTOR
18 September 2007, London
In an environment where the business case for information services is being challenged, information professionals need to stay one step ahead of their customers and anticipate rather than simply respond to their needs.
BENEFITS OF ATTENDING
This new one-day course will provide you with tools and techniques to better understand your customers and to deliver outstanding customer service.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
· looked at identifying customer needs
· practised communicating in a variety of ways for different types of customers
· learned how to build a rapport with different types of customers
· gained confidence in dealing with difficult customers
· looked at the methodology of writing and conducting questionnaires
· examined how to measure customer satisfaction
WHO SHOULD ATTEND?
Middle to senior managers and those who are deputising or leading a team.
COURSE LEADER: CANDY JANETTA
Candy has worked as a Consultant and Account Director in the music industry and for a number of blue chip companies. She has combined her corporate background with coaching accreditation to become a leading business coach and facilitator. Her work within the information profession includes, one-to-one and team coaching, management and leadership training and career development courses.
PROGRAMME
9.15 Registration and coffee
9.45 Welcome and introductions
10.00 Course outcome and objectives
10.15 What is a customer focused environment and why is it so important?
Assessing how customer focused your service is currently
11.15 Coffee
11.30 Getting under the skin of your customers
Understanding and predicting customer needs
Responding to customer needs
Involving customers in your service
12.45 Lunch
1.30 Communication for a customer focused environment
Building rapport with different customers using body language, voice tone and words
Communicating with remote users
Communicating with customers over the phone
Handling difficult customers and situations
3.15 Break
3.30 Measuring customer satisfaction
Using survey and other methods
The Do's and Don'ts of conducting questionnaires
4.30 Developing an action plan to create a more customer focused environment
5.00 Close
PLACES ARE LIMITED TO: 20
FEES:
CILIP personal members: £200 plus VAT £235.00
CILIP institutional members: £240 plus VAT £282.00
Non members: £280 plus VAT £329.00
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, email [log in to unmask] or visit this workshop's web page at http://www.cilip.org.uk/training/training/2007/mp/creatingcustomerenvironmentworkplace.htm
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on CREATING A CUSTOMER FOCUSED ENVIRONMENT IN THE WORKPLACE SECTOR, 18 September 2007, London
Title: ____________ First name: _________________
Surname: ____________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Email address: ________________________________
Tel___________________ Fax: __________________
Are you a CILIP member? YES __ NO __
Personal* __ Institutional __ Student** __ Unwaged __
* If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate.
** The Student rate applies to personal payers only - but not if organisations are paying the fee
CILIP membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
PAYMENT OF FEE:
Option 1: __ Please send an invoice
(Your payment will be due within 30 days of the invoice date).
Please give invoice name and address if different from above:
Invoice Name________________________________________
Invoice Address_______________________________________
_____________________________________Postcode_________
Option 2: __ I will be sending a cheque (payable to CILIP) for £_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
Name of cardholder:_______________________
Card no: __________________________________ Security code: _ _ _
Address the card is registered to _____________________________________________________________________
_____________________________________________________________________
Expiry date: _________________________________
Signature: ___________________________________
PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
CILIP keeps any personal information you supply for the purpose for which you have provided it. It is not passed to other organisations unless this is made explicit when you supply it or if we are legally required to do so. However the Institute may from time to time wish to send you information about other services or products it provides.
CILIP reserves the right to alter details or to cancel this event should the need arise.
CILIP has provision for those in wheelchairs. Induction loops are also available.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Cara Watson
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training
|