There are still a few places left on the following workshop:
Customer care - 24 September, LAHQ, London
Organisations in the 90's need to pay more than lip service to customer
care. Library /information services are developing all the time, as are
customers' expectations and staff and organisations need to constantly
refresh and update their ideas on how to become or remain responsive to
the needs of their users.
Customer care training is a sign that the organisation is committed to
excellence and is embracing the philosophy of continuous improvement
How will this event help you?
The key to delivering effective customer care is the involvement of all
managers and staff. This one day course will provide you with the
essential tools and knowledge to take the important message back to your
workplace.
By the end of the day you will have:
* Determined the real benefits of customer care to your
organisation
* Identified what we mean by 'customers'
* Developed your understanding of customer care skills
* Identified how to manage a customer care programme
* Gleaned information from case studies of good and bad practice
Who will benefit from attending?
Individuals who come into contact with customers, those responsible for
promoting the LIS service and managers responsible for or considering
implementing a customer care programme will all benefit from attending.
Places limited to: 18
Workshop leader: Nick Carley, CHT Training Solutions.
CHT specialises in management and staff development training and
consultancy.
Programme
9:00 Registration and coffee
9:30 Introduction and objectives
- What is customer care?
- The importance of being customer-driven.
- Knowing your customers
- The importance of internal customers
- The costs of poor customer care
- Understanding why it can go wrong
- Current customer care practice
- Managing customer care
- Improving customer care skills
- Action planning
- Review and evaluation
4.30 Close
(there will be two 15 minute tea breaks during the day)
Fees
Personal Members £120.00 + VAT £21.00 = £141.00
Institutional Mem £143.00 + VAT £25.03 = £168.03
Non mem £168.00 + VAT £29.40 = £197.40
Student/unwaged £25.00 + VAT £4.38 = £ 29.38
Book now to secure your place on 0171 636 7543 ext 288/9, or e-mail
[log in to unmask] <mailto:[log in to unmask]>
<mailto:[log in to unmask] <mailto:[log in to unmask]> > for further
information about the Customer Care workshop or other workshops in the
1998 programme.
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