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Customer Service and the Customer Experience

Start Date Monday, 6th November 2017
Duration ½ day
Start & Finish Time 9am-1pm
Trainer Mike Roche
Places 8
Location Cork Airport Hotel
Members Fee €75.00
Non-Members Fee €90.00



At the end of this programme, successful participants will be able to:
• Define what Customer Service is.
• Communicate effectively.
• Demonstrate empathy.
• Establish the customer’s needs quickly and effectively.
• Manage aggressive customers and behave in an assertive manner.
• Handle complaints in a polite and professional manner.
• Resolve problems using effective questioning and listening techniques.
• Maintain a positive attitude throughout.

Who Should Attend?

This programme is targeted at all employees who are in a customer facing role


What is Customer Service?
• Who are your customers?
• What makes a positive customer experience?
• Exampleas of good and bad customer care
• Setting Customer Service Standards

Communicating Effectively with Customers
• 2-Way Communication
• Non-Verbal Communication

Communicating Effectively with Customers (contd.)
• Active Listening
• Questioning Skills
• Professional Email

Emotional Intelligence
• Self and Social Awareness
• Developing Empathy

Handling Difficult Customers
• Calming emotional behaviour
• Displaying empathy and defusing anger
• Assertive Behaviour
• Do’s and Dont’s of dealing with complaints

Behaving in a Professional Manner
• Maintaining a Positive Attitude
• Correct Language and Etiquette

About this form

The purpose of this booking form is to gather profile information about participants on programmes funded by Skillnets from the National Training Fund through the Department of Education & Skills (DES). Only aggregated participant data will be reported to the DES.

As an ongoing quality control measure and to ensure the highest possible standard of training, courses may be inspected from time to time.


BiznetCork Skillnet is funded by member companies and the Training Networks Programme, an initiative of Skillnets funded from the National Training Fund through the Department of Education and Skills.

NDP - Education and Skills - Skillnets - Finuas

For further information please visit

Cork Chamber©, Fitzgerald House, Summerhill North, Cork, T23 TD90, Tel: (021) 4509044, Email:, Company Registration Number - 13918

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