Customer Service Workshop

An energizing and motivational course tailored to an individual Business that wants to improve or transform its customer service culture and deliver excellent customer service that a business can be proud of.

Target Audience

It’s for organisations that want to engender a positive attitude throughout the whole company, will to invest to get things right, the 1st time and also show commitment from the top down to achieve a long term approach to customer service.

The workshop requires attendance from all staff, from the MD, to the Finance Director, to customer service staff, to IT and Accounts, to warehouse and distribution staff, in fact EVERY member of an organisation.

Content

This one day training workshop will prepare staff to embrace customer service excellence in a positive way and encourage them to:

Understand what excellent “customer service” is
Give customers a positive impression of themselves and the organisation
Deliver excellent customer service that exceeds customers expectations
Go back to the business the next day and make a difference.

It is very much an energizing, participative day, with attendees being encouraged to share ideas with and give feedback to others. Participants will take part in breakout and brainstorming sessions, undertake a self assessment and produce an individual action plan.

BACK

Data Protection for Businesses

For Businesses to gain an understanding of the legal requirements and issues surrounding the “use” of customer’s personal information or data and to enable businesses to gain an understanding of how they apply in practice and how compliance is achieved.

Target Audience

Business owners and staff who need to know the basics about Data Protection and how it affects businesses.

Content

This ½ day training workshop will prepare businesses to face the challenges presented by use of personal data.

The workshop will review the:

The Data Protection Act (DPA) 1998
Privacy and Electronic Communications Regulations 2003
Payment Card Industry Data Security Standard.

Businesses will gain an understanding of how they apply in practice and how compliance is achieved.

BACK

Treating Customers Fairly

Target Audience

Staff working within the Financial Services arena who need to know the basics about the TCF Principle, how it affects their business and their transactions with customers.

Content

Businesses will be able to show that they have communicated what TCF means and the implications of it, to their staff. Staff will gain an understanding of the requirements and issues surrounding TCF.

Reviewing the:

Financial Services Authority (FSA) Principles
FSA Consumer Outcomes
Treating Customers Fairly (what it is, what it means, what it is not)
Applying TCF in business
Complaints, satisfaction v fairness.

To enable staff to demonstrate TCF knowledge and awareness, gain an understanding of how it applies in practice and how they can implement TCF.

BACK

Data Protection Adequacy Audit

Will check that any documented policies, codes of practice guidelines and procedures, training materials meet the requirements of the DPA.

Conducted via a questionnaire and an on or off site review of documentation. Using documented procedures and providing a documented audit report.

BACK

Data Protection Compliance Audit

Will to check that an organisation is in fact operating in accordance with its documented policies, codes of practice guidelines and procedures.

Includes all the components of an Adequacy audit. Plus further audit conducted on site, involving staff interviews. Using documented procedures and providing a documented audit report.

BACK

Loss Adjuster Audit

Provision of robust, customised audit programmes that provide detailed feedback, constructive solutions and actions plans in a timely and efficient manner. Remember independent audit activity helps to avoid disruption to the business.

Claims Audit can take a variety of forms some of which are detailed below:

Technical: technical competence of claims handling, customer service provision, ICOB and DISP complaint handling requirements, Data Protection Act, Delegated authority handling.

Leakage: Investigation to assess where money has been paid and where it need not have or identification of any recoveries overlooked. Distinguishing between hard and soft leakage, with recommendations to reduce leakage going forward.

Fraud: Initial assessment of a claim to ensure fraud indicators are assessed to ensure fair claims are being settled promptly and increased fraud awareness is used and action taken on appropriate cases.

BACK

Outsourced Arrangement Audit

The scope of an outsourced arrangement audits are shifting more to corporate governance than individual case handling.

Audits undertaken will review general management capabilities as well as the controls and measures in place used to manage insurance related work as this provides the ability to assess an outsourcers ability to meet Business and any regulatory (e.g. FSA) requirements.

BACK

Complaint Skills Course

Introduction: Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is a key to retaining long-term customer loyalty. This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues.

Course Overview: Receiving complaints is inevitable - how organisations deal with them will set themselves apart from their competitors. The way frontline staff work with customers in handling complaints has a direct impact on the bottom line and the lifetime value of your relationship with that customer.

Who should attend?: Staff who deal directly with customers on a daily basis e.g. face to face, telephone sales and service advisers, customer care teams, helpdesk operators, and staff who are responsible for responding to complaint emails and correspondence.

Aim: Learn how to handle complaints quickly, effectively and in a professional and consistent manner and to help prevent them from recurring in the future.

Format: The workshop will include formal presentations, DVD and group discussions to explain and illustrate the requirements of handling complaints in a professional and consistent manner and the benefits to be gained from this approach.

Duration: 1 day

Course Objectives (What attendees will learn):

Understand the link between customer satisfaction and quality
Understand the components of effective complaint handling
Understand the different types of customers, management of extremes of behaviours and emotions and how to stay calm under pressure
Know how to understand customers' points of view
Use rapport, effective questioning and listening techniques
Customer care on the telephone - the importance of tonality & inflection
Techniques and strategies to handle customer complaints
Write to customers effectively and efficiently
Understand how handling complaints can deliver benefits to an organisation.

BACK

Good Practice Complaints Management Workshop

Introduction: Often regarded as a costly inconvenience, customer complaints are emerging as a source of untapped potential for enabling organisations to develop more profitable and sustainable relationships with their customers. Industry research shows that customers who complain and are satisfied are up to 8% more loyal than those who did not have a problem.

Aim: Learn how to monitor and manage complaints and how to prevent them from recurring in the future.

Who should attend?: Managers responsible for customer service, customer relations, complaints handling, customer feedback.

Duration: 1 day

Format: The workshop will include formal presentations, DVD, and group discussions to explain and illustrate the requirements of implementing a good practice complaints management process and the benefits to be gained.

Course Objectives (What attendees will learn):

• Understand the key elements of implementing a ‘good practise’ complaints management process

• Understand how every complaint cab be used to improve the quality process and lead to fewer complaints, improve morale and more satisfied customers

• Identify ways to use management information and benefit from customers’ complaints and feedback

• Techniques for staff who deal with complaints (i.e. overview of Complaint Skills course)

BACK

Training Courses Telephone Sales Techniques Customer Service Workshop Treating Customers Fairly: Training for Employees Financial Services Authority Introduction: Training for Employees Complaint Skills Course Good Practice Complaints Management Workshop Data Protection: Training for Employees Data Protection: Guide for Businesses ELearning: Courses can be developed. Other Course Subjects: Team Leadership, Delegation, Report Writing, Motivation and Change Management Training Courses & Audit Programmes		Audit Programmes Data Protection Loss Adjusters Outsourced Arrangements
	Customer Service Workshop An energizing and motivational course tailored to an individual Business that wants to improve or transform its customer service culture and deliver excellent customer service that a business can be proud of. Target Audience It’s for organisations that want to engender a positive attitude throughout the whole company, will to invest to get things right, the 1st time and also show commitment from the top down to achieve a long term approach to customer service. The workshop requires attendance from all staff, from the MD, to the Finance Director, to customer service staff, to IT and Accounts, to warehouse and distribution staff, in fact EVERY member of an organisation. Content This one day training workshop will prepare staff to embrace customer service excellence in a positive way and encourage them to: Understand what excellent “customer service” is Give customers a positive impression of themselves and the organisation Deliver excellent customer service that exceeds customers expectations Go back to the business the next day and make a difference. It is very much an energizing, participative day, with attendees being encouraged to share ideas with and give feedback to others. Participants will take part in breakout and brainstorming sessions, undertake a self assessment and produce an individual action plan. BACK Data Protection for Businesses For Businesses to gain an understanding of the legal requirements and issues surrounding the “use” of customer’s personal information or data and to enable businesses to gain an understanding of how they apply in practice and how compliance is achieved. Target Audience Business owners and staff who need to know the basics about Data Protection and how it affects businesses. Content This ½ day training workshop will prepare businesses to face the challenges presented by use of personal data. The workshop will review the: The Data Protection Act (DPA) 1998 Privacy and Electronic Communications Regulations 2003 Payment Card Industry Data Security Standard. Businesses will gain an understanding of how they apply in practice and how compliance is achieved. BACK Treating Customers Fairly Target Audience Staff working within the Financial Services arena who need to know the basics about the TCF Principle, how it affects their business and their transactions with customers. Content Businesses will be able to show that they have communicated what TCF means and the implications of it, to their staff. Staff will gain an understanding of the requirements and issues surrounding TCF. Reviewing the: Financial Services Authority (FSA) Principles FSA Consumer Outcomes Treating Customers Fairly (what it is, what it means, what it is not) Applying TCF in business Complaints, satisfaction v fairness. To enable staff to demonstrate TCF knowledge and awareness, gain an understanding of how it applies in practice and how they can implement TCF. BACK Data Protection Adequacy Audit Will check that any documented policies, codes of practice guidelines and procedures, training materials meet the requirements of the DPA. Conducted via a questionnaire and an on or off site review of documentation. Using documented procedures and providing a documented audit report. BACK Data Protection Compliance Audit Will to check that an organisation is in fact operating in accordance with its documented policies, codes of practice guidelines and procedures. Includes all the components of an Adequacy audit. Plus further audit conducted on site, involving staff interviews. Using documented procedures and providing a documented audit report. BACK Loss Adjuster Audit Provision of robust, customised audit programmes that provide detailed feedback, constructive solutions and actions plans in a timely and efficient manner. Remember independent audit activity helps to avoid disruption to the business. Claims Audit can take a variety of forms some of which are detailed below: Technical: technical competence of claims handling, customer service provision, ICOB and DISP complaint handling requirements, Data Protection Act, Delegated authority handling. Leakage: Investigation to assess where money has been paid and where it need not have or identification of any recoveries overlooked. Distinguishing between hard and soft leakage, with recommendations to reduce leakage going forward. Fraud: Initial assessment of a claim to ensure fraud indicators are assessed to ensure fair claims are being settled promptly and increased fraud awareness is used and action taken on appropriate cases. BACK Outsourced Arrangement Audit The scope of an outsourced arrangement audits are shifting more to corporate governance than individual case handling. Audits undertaken will review general management capabilities as well as the controls and measures in place used to manage insurance related work as this provides the ability to assess an outsourcers ability to meet Business and any regulatory (e.g. FSA) requirements. BACK Complaint Skills Course Introduction: Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is a key to retaining long-term customer loyalty. This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues. Course Overview: Receiving complaints is inevitable - how organisations deal with them will set themselves apart from their competitors. The way frontline staff work with customers in handling complaints has a direct impact on the bottom line and the lifetime value of your relationship with that customer. Who should attend?: Staff who deal directly with customers on a daily basis e.g. face to face, telephone sales and service advisers, customer care teams, helpdesk operators, and staff who are responsible for responding to complaint emails and correspondence. Aim: Learn how to handle complaints quickly, effectively and in a professional and consistent manner and to help prevent them from recurring in the future. Format: The workshop will include formal presentations, DVD and group discussions to explain and illustrate the requirements of handling complaints in a professional and consistent manner and the benefits to be gained from this approach. Duration: 1 day Course Objectives (What attendees will learn): Understand the link between customer satisfaction and quality Understand the components of effective complaint handling Understand the different types of customers, management of extremes of behaviours and emotions and how to stay calm under pressure Know how to understand customers' points of view Use rapport, effective questioning and listening techniques Customer care on the telephone - the importance of tonality & inflection Techniques and strategies to handle customer complaints Write to customers effectively and efficiently Understand how handling complaints can deliver benefits to an organisation. BACK Good Practice Complaints Management Workshop Introduction: Often regarded as a costly inconvenience, customer complaints are emerging as a source of untapped potential for enabling organisations to develop more profitable and sustainable relationships with their customers. Industry research shows that customers who complain and are satisfied are up to 8% more loyal than those who did not have a problem. Aim: Learn how to monitor and manage complaints and how to prevent them from recurring in the future. Who should attend?: Managers responsible for customer service, customer relations, complaints handling, customer feedback. Duration: 1 day Format: The workshop will include formal presentations, DVD, and group discussions to explain and illustrate the requirements of implementing a good practice complaints management process and the benefits to be gained. Course Objectives (What attendees will learn): • Understand the key elements of implementing a ‘good practise’ complaints management process • Understand how every complaint cab be used to improve the quality process and lead to fewer complaints, improve morale and more satisfied customers • Identify ways to use management information and benefit from customers’ complaints and feedback • Techniques for staff who deal with complaints (i.e. overview of Complaint Skills course) BACK
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