Location:  Limerick

Date: 14th December 2015

Time: 9.00 am  to 5.00 pm

COST:  €€100 per member / €€125 non member


Exceeding your Customers’ Expectations

Knowing your customer is central to deepening and extending your professional relationships. CRM is about building customer loyalty, taking a ‘pro active’ customer view and ultimately growing enduring relationships with your customers both internal and external.


This course offers participants the opportunity to heighten their awareness of internal and external customers’ needs and expectations.


Duration:  One Day


You will learn how to:

  • Foster a climate of  excellent internal and external customer care
  • Develop and understanding an anticipation of the ever increasing expectations of customers
  • Impact on  dealings with customers both internal and external
  • Acquire tools and skills to foster excellent customer care within your area of influence

How will you learn?

This course involves an interactive workshop format and will consist of a mix of:

  • Teaching by an expert trainer using a variety of quality learning materials
  • Group and Individual learning activities
  • Group discussion
  • Role plays of real-life scenarios


The Programme


  • You role and responsibility in providing excellent customer care
  • The effects of poor customer care and why it needs to be avoided
  • Building trust and confidence
  • Establishing customer expectations – over promising/under delivering
  • Meeting and exceeding expectations
  • Identifying and responding to customer needs in a timely manner
  • Six stage process of handling complaints
  • The role of communication in delivering excellent customer care
  • Using your voice skillfully especially in stressful situations
  • Overcoming resistance/objectives
  • Achieving win/win