Key Management Skills: Superior Customer Care

Start Date: 24/10/2022

Duration: 9.30am - 12.30

Location: Virtual Delivery

Full Fee: €75

Network Members Fee: €60

Programme overview

Where business is concerned, unless we have Customers nothing else is necessary and the consistent implementation of good, simple, Customer Care Practices can bring spectacular results in business growth & profitability. Our sister company, Customer Perceptions, has compiled over 1.5 million mystery shopping and customer feedback reports over the past 27 years which provide hugely valuable contributions to this training and how to develop competitive advantage through superior customer care in your business.

Course Delivery

Each Workshop is delivered online in Two X 90 Minute Modules with a 15-minute break.
Training materials and Workbooks are emailed to the participants in advance (or posted to those who don’t have ready access to a printer). Usually, Module One runs from 9.30am to 11am and Module Two from 11:15am to 12:45pm followed by 15 minutes for further Q&A if required.

Learning Outcomes

On completion of the training participants will (a) Have a clear understanding of what customers really value and dislike and (b) be able to devise and implement a plant to significantly improve Customer Care, and additional sales, Performance.

Workshop Content

Part A: What a million customers think!
Summary findings and recommendations from the Customer Perceptions team (emphasis
on hospitality sector feedback)
Part B:
Part B:
• What is Customer Care, your experiences / discussion.
• Know your customers’ needs, wants, desires and expectations.
• Typical ingredients of Superior Customer Care
• Organisation Culture and Staff Attitudes
• Devising a Training & Development programme for superior customer care
• Barriers to Performance & Success.
• Handling Customer Complaints
• ACTION PLAN, Let’s get results!




Trainer Profile

Aidan Harte MSc, FMII, FCIM, FIMCA, FInstLM, Dip Training & Adult Ed
Founder of Optimum Results (Business Skills Training) and Customer Perceptions (Consumer Research) in 1995. With over 35 years of wide-ranging management experience across many sectors Aidan continues to act as Director of the training & consulting aspects of the business.
He is known for the design and delivery of highly results focused, practical, and cost-effective services to “Improve the performance of organisations through improving the performance of its people” and an Enterprise Ireland approved ‘Business Growth Advisor’ (BGA). Originally a Commerce student in his native Cork, Aidan holds an MSc in Executive Leadership (University of Ulster & Boston College), he has two ‘Business Counselling’ qualifications (Durham University Business School) and is a formally qualified trainer (National University of Ireland). He a Graduate & Fellow of both the Marketing Institute of Ireland and the Chartered Institute of Marketing, a Fellow of the Institute of Management Consultants & Business Advisers, a Fellow of the Institute of Leadership & Management and prominent in several other SME Development circles.

Lynn Carr BA, MBA
Lynn has over 8 years’ experience in the research industry and has worked with Customer Perceptions since 2015. Lynn commenced her career with us as a Client Account Manager and throughout her time at Customer Perceptions, has worked on a variety of complex and innovative qualitative and quantitative programmes, with clients in every sector in Ireland and the U.K. Lynn directly manages every stage of the research projects, from questionnaire design to fieldwork management, through to the client relationship management, analysis, interpretation, compilation, and presentation of results, both at a board of management level and training rollouts across staff. Lynn has a BA in psychology from Maynooth University, during which time she comprehensively studied consumer behaviour, statistical analysis, and research methods. In September 2020, Lynn graduated from Dublin Business School with a First-Class Honours MBA (Master of Business Administration), specialising in Project Management.