Customer Care

This is the "bottom line", which is as important in the Voluntary Sector as in the Public/Private Sectors.

As a result of increased competition in the provision and supply of goods and services, on both a global and local scale, society has become more discerning as a customer, requiring a higher level of service and care.

The Voluntary Sector is currently undergoing major change, not only in sourcing funding, but also in the way it delivers its services to its clients/users. This workshop focuses-in on the philosophy and culture underlying modern customer care/services and practical ways to develop the right approach to meet this demand.

Aims and Objectives

Participants will gain a basic grounding in:

• Philosophy of: "Everyone is a customer" and what that means in practice
• S.E.C.R.E.T. of customer care
• Costs of bad customer service
• Benefits of a good customer service
• 7 stage Internal Customer Care Plan

Trainer: Nigel Ellenor