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Objectives:
After attending the course, participants will be able to:
•explain the reasons for caring for customers;
•define who the customers of an organization are;
•apply some techniques to serve customers better

Methodology:
The course uses a problem-based methodology in order to engage participants actively in the learning process. Before each course, participants are encouraged to raise issues that they are facing at work by completing a participant profile. During the course, the trainer will act as facilitator, using interactive learning methods to help participants to share their experiences and learn through participation in activities such as group discussions, case studies, role-playing, and games. At the same time, participants are instructed to develop an action plan for applying their new skills and tools to actual challenges at work.

Target participants

The Caring for the Customer course is designed for everyone in an organization; from managers to staff as customer care is a responsibility of every person in an organization.

Course outline:
Introduction to the workshop
• Session 1: Understanding the importance of the customers

• Session 2: Identifying who the customers are
External customers
Internal customers

• Session 3: Learning what is caring for the customer
What is caring for the customer
The three pillars of customer satisfaction

• Session 4: Managing for customer satisfactionA cascade of quality
Roles of managers in caring for customers
Human factors in customer services
Implement customer care

• Concluding remarks, action planning and wrap-up

For more info:
email us :info@managementmix.com;
Tel: 01-983838 or 01-983737
Website: www.managementmix.com
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