Free

Caring for your Customer

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Location

Chelsea and Westminster Hospital

The Gleeson lecture Theatre

369 Fulham Road

London, SW10 9NH

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Event description

Description

**This event is open to HPMA London Academy members only**

Aim:

This one day programme focuses on providing excellent care to your customers and assumes a basic level of customer care skill and practice. The aim of the programme is to enhance customer care by introducing new elements to caring for the customer and refreshing existing skills in communication, listening and influencing.

Target Audience:

Leaders of HR and L&D teams in customer facing roles

Objectives:

By the end of the session, delegates will be able to:

  • Understand the principles of caring for their customer and fulfilling their needs
  • Value the key themes of Moments of Truth and consider ways of applying the themes to their own role
  • Understand the impact of different types of communication in customer care
  • Understand different ways of influencing the customer
  • Develop strategies to dealing with challenging customers

Topics:

  • Who is your customer?
  • Why should you care?
  • Key themes of Moments of Truth
  • Application to the workplace
  • Communicating with different people with different needs
  • Managing and directing conversations
  • Listening skills
  • Non-verbal communication
  • Influencing styles and reaching consensus
  • Dealing with challenging customers
  • Setting customer service standards

Facilitator

Desiree Cox, Management Consultant, Praeceptor Consulting

http://www.praeceptorconsulting.co.uk/

Desiree is a professional and management development consultant with eighteen years’ experience of developing people. She established her own company, Praeceptor Consulting, in 2002 to provide leadership and professional development training including programmes accredited by the Institute of Leadership and Management (ILM). She works with a variety of organisations in different sectors including IBM, Oracle, NHS, MIND and BMI Healthcare

Competencies covered:

The programme aims to comply with minimum requirements of Level 2 for Relationship Builder

Date: Wednesday, 1st November 2017

Location: Chelsea and Westminster Hospital, The Gleeson lecture

369 Fulham Road

London

SW10 9NH

Time: 09:30-16:30
Registration: 09:00(including tea and coffee)

(This is an all-day event, lunch will not be provided so please bring your own lunch or there are plenty of cafes in the area)

There are 35 places on this event. We want to ensure that all member organisations have access to our events. If an event is overbooked and the maximum attendance has been reached from a particular trust, the events team may need to cancel any further places that are booked. The team will then email individuals who have booked after the maximum number has been reached. See our event booking policy

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Date and Time

Location

Chelsea and Westminster Hospital

The Gleeson lecture Theatre

369 Fulham Road

London, SW10 9NH

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