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Customer Satisfaction

Course Duration

2 day(s)

Course Fee

€585
(includes course material, lunch and light refreshments)

Course Schedule

09/09/2010 - 10/09/2010

Course Location

The Irish Times Building, 24 - 28 Tara Street, Dublin 2

This course can also be offered on a tailored in-company basis.

“This course gave me a totally different view on my customer services skills. An excellent course.”

Making it Count (10 CATS) / FETAC Accredited

With an increased focus on business development and client retention, good customer care is a fundamental ingredient for successful organisations. This course is designed for people on the front line, whether that be face to face or over the phone.

Course Benefits

More customer focused personnel
Greater awareness of our customers’ expectations
Creating loyal customers

Course Programme

What is customer satisfaction?
Why is it vital to any organisation?
Who are our customers?
Satisfying customers
What do customers expect?
Effective listening to achieve customer satisfaction
Questioning techniques
Complaint management
Email etiquette
Having a positive attitude towards complaints
Using behaviour to influence customers
Using behaviour to eliminate conflict
Techniques for dealing with complaints

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