CCMA One Day Training Workshop - Communication Skills Aiming for Service Excellence

This is the first of a series of intensive one day workshops the purpose of which is to enhance and support the existing endeavours of all customer service staff in aiming for service excellence and to increase the effectiveness of their communication practices during customer interaction, both internally and externally. Red Cow Morans Hotel, Naas Road, Dublin.
March 13th 2018
 

Location

Red Cow Morans Hotel, Naas Road, Dublin.

 

There is a delegate fee for this course - for CCMA members fee is €175 per delegate and for non-members €250 per delegate this includes lunch and breaks. The workshop will take place from 10 a.m till 4 p.m. A maximium of 18 participants per workshop. 

Based on valuing the customer, the following topics are included:

o Creating the desired perception
o Listening, with heightened awareness
o Use of positive language
o The power of tone, pace and pause
o Staying calm and in control
o Addressing respondent’s anxiety or concerns; taking ownership
o Conveying respect
o Avoiding defensiveness
o Delivering with conviction and substance
o Ensuring clarity
o Maintaining upbeat staff morale; the feel-good factor
o Time tips and prioritising

The program involves active participation by attendees. It is designed to be enjoyed rather than endured;  the exercises are based around relevant daily experiences as described by the participants themselves. A detailed agenda can be provided. 

About the Trainer - The course will be delivered by Ann O'Brien an experienced communications skills trainer.  Ann designs, develops and delivers customised soft skills training courses for SMEs and larger companies, financial institutions, state and semi-state bodies. 

The training is based on valuing the customer and incorporates Team Building and Motivation. Previous clients include AIB, Bord Na Mona, Bank of Ireland and Enterprise Ireland. 
 

Reserve a Place at This Event

Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.