Enhancing the Customer Experience: An interpersonal approach to good customer care

Course delivery dates

This one day course will be running on:

16 July 2013, Fusehill Street, Carlisle (Room LG201)

Why study with us?

The aim of this workshop is to develop participants’ understanding of the interpersonal aspects that enhance the customer experience. The session looks at enhancing customer care as an essential and complementary aspect of a high quality service, the maintenance of a positive public image and the avoidance of complaints and costly legal proceedings.

Data protection statement [expands]

This link will take you to Eventbrite, the company we use to process bookings and payments for this course. Eventbrite have procedures in place to ensure that any personal data you provide as part of the booking process is held securely. You can find further details of their privacy policy here:-

http://www.eventbrite.co.uk/privacypolicy/

Please note in particular that:-

Eventbrite are a US company so your personal data may be transferred overseas during the booking process. Eventbrite are members of the US-EU & US-Swiss Safe Harbor Frameworks covering the collection, use and retention of personal information gathered in the European Union member countries and Switzerland. This means that Eventbrite self certifies that it adheres to the Safe Harbor principles of notice, choice, onward transfer, security, integrity, access and enforcement with respect to personal information. Further information about the Safe Harbor scheme is available here:

http://export.gov/safeharbor/

Eventbrite may use your contact details for marketing and advertising purposes, for example to inform you about services or events in the future. You can "opt out" of receiving this kind of information at any time in your Eventbrite account.

Please refer to Eventbrite’s Privacy Policy for further information about the use of your personal data.

The University of Cumbria will collect your personal details via Eventbrite to administer your place on this course and for monitoring and statistical purposes.

Please contact us if you have any further queries about how your personal details are used.

Entry requirements See course specific entry requirements listed below. Selection criteria

Those who deal directly with healthcare customers in their daily work e.g. healthcare workers, reception staff and other forward facing personnel. Please contact us if you are not one of the above but would still like to attend the course.

Course summary

During this one day course workshop participants will:

• Examine strategies that positively enhance self-awareness.
• Consider the importance of first impressions in developing good customer relations.
• Discuss the importance of effective listening skills in customer care.
• Explore solution focused approaches to problem management.

Costs

£135

Additional contact information

For all short course/event enquiries, please contact:

Carolyn Hodgson
Tel: 01228 616291
Email: scep@cumbria.ac.uk