CPD Catalog | Professional Development 2024 SPRING | Career-focused courses built for you
The School of Professional Studies has a comprehensive catalog of professional development courses and certificates for busy professionals. Courses are affordable, engaging, credit-bearing, and offer professionals the skills they need to succeed in the competitive job market. The course catalogue includes on-site and online courses as well as online pre-recorded courses. Navigate through the tiles available and find the course that suits your needs as to build skills and knowledge to advance your career on the next level.
The School of Professional Studies has a comprehensive catalog of professional development courses and certificates for busy professionals. Courses are affordable, engaging, credit-bearing, and offer professionals the skills they need to succeed in the competitive job market. The course catalogue includes on-site and online courses as well as online pre-recorded courses. Navigate through the tiles available and find the course that suits your needs as to build skills and knowledge to advance your career on the next level.
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T H I N K O F C P D A S Y O U R L I F E T I M E<br />
P A R T N E R S H I P W I T H L E A R N I N G .<br />
6 <strong>CPD</strong> UNITS<br />
UNITS<br />
EXCELLENCE IN<br />
CUSTOMER<br />
SERVICE: BEYOND<br />
THEORY<br />
Customer service excellence is an integral component of business<br />
growth. Organizations must commit to a high-quality service culture<br />
and recognize the customer service team’s responsibility in<br />
maintaining and improving position in sales ef<strong>for</strong>ts. The strong<br />
relationship between a business’ customer service team and the<br />
business’ success has long been established. Improving this<br />
essential skill not only builds customer satisfaction, but also helps<br />
to retain loyal customers and expand the level of repeat clients.<br />
The training methodology combines lectures, discussions, group<br />
exercises and illustrations. Participants will gain both theoretical<br />
and practical knowledge of the topics. The emphasis is on the<br />
practical application of the topics and as a result participant will go<br />
back to the workplace with both the ability and the confidence to<br />
apply the techniques learned to their duties.<br />
TOPIC S TO BE COVER ED<br />
Understanding the Customer<br />
What is the profile of today's customer?<br />
Segmenting and understanding the various types of clients that<br />
call-in <strong>for</strong> service<br />
Customer-centricity during service delivery<br />
Quality Telephone Customer Service<br />
New customers vs Returning customers<br />
Tailoring the customer service provision<br />
The good, the bad and the ugly service<br />
How to show that <strong>you</strong> care<br />
Customer Dissatisfaction<br />
Meeting Customer Expectations<br />
What gets in the way of meeting or exceeding customer<br />
expectations?<br />
Why do customers stop coming back?<br />
Customer evaluation service quality points<br />
Better Service Through Advanced Communication<br />
Problem and Complaint Handling<br />
Turning a Customer Complaint into a Positive Experience<br />
IN STRUCT OR<br />
Andrie Penta (BA (HONS), MSC, CIM, AICI)<br />
TARGET GRO UP<br />
This training course is a suitably wide range of professionals but will<br />
significantly benefit Managers, Team Leaders, Supervisors, Field<br />
Service Representatives, Public Relation <strong>Professional</strong>s, Frontline<br />
Customer Service Representatives (CSR).<br />
L AN GUAGE O F IN STRUCT ION<br />
English<br />
DATES & VENUE<br />
N IC O SI A<br />
04/04 | THURSDAY | 9.00-16.00<br />
COST: €130+VAT<br />
DISCOUNTS ARE AVAILABLE FOR MULTIPLE<br />
REGISTRATIONS FROM THE SAME ORGANIZATION<br />
Take the next step UP in <strong>you</strong>r career. Sign up now!<br />
TEL: 22713230 | Email: SPSNicosia@euc.ac.cy
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