Customer Service Charter –Train the Trainer Workshop for Owner/Managers of Retail & Hospitality Outlets in Cork City
The Local Enterprise Office Cork City is offering a customer service charter programme aimed at Cork City based retail and hospitality owners.
The programme comprises of (a) a Briefing Session for owners/managers and (b) a Train the Trainer Workshop for key senior staff who will then be equipped to deliver the training to other staff/teams in the business.
For the briefing session James Burke will meet with the owner/manager from each participating business and take them through the content of the training that will be delivered with each of their staff representatives. Please note that only businesses, whose owner/manager attends the session, will be eligible for the train the trainer session. This session will take place on Tuesday 12th June, 2018.
The second part is a half day train the trainer session, taking place on Tuesday 19th June, 2018, is aimed at senior members of staff operating in consumer facing shops, cafes, beauticians, etc. who:
- Command the respect of the staff team
- Have already demonstrated that they excel at customer service
- Understands the need to empower staff as to the importance of good customer service supported by the Cork City Customer Service Charter
- Will be provided with time to train other staff and continue to retrain as mystery shopper results come through.
Workshop Content:
- Overview of draft Cork City Customer Service Charter presented by steering group business owner
- Understanding the difference between good and great service (how it links to the customer service charter)
- Focus on the lifetime value of a customer and how the charter can help to deliver this
- Practical “great customer service principles” including managing irate customers
- Practical tips for the trainers on how to train their team
- Time of day
- Material required
- Duration of training
- Using interactive exercises and case studies
- Q & A
Participants will be taken on an “Inspire” tour of The Crawford Gallery which will be led by one of the charter team.
Each attendee will be provided with Train the Trainer materials which can be used to train the staff and teams in each business.
Following on from the workshop there will be a number of mystery shopper visits to assist in assessing the impact of the workshop and training and each business will be provided with their own feedback as a guide to identify best practice and areas for improvement.
BOOKING AND FURTHER INFORMATION HERE
Date and Time
Tuesday Jun 12, 2018 Tuesday Jun 19, 2018
Tuesday 12th June, 2018 from 9.00 a.m. to 10.30 – Owner/Manager Session
Tuesday 19th June, 2018 from 9.00 a.m. to noon – Key Staff Member, Train the Trainer Session.
Location
The Crawford Art Gallery
Fees/Admission
As this is the inaugural training session for the Cork City Customer Service Charter, the cost will be reduced to €25 (This includes Workshop, Training Materials, Mystery Shopper Visits and feedback.)
BOOKING AND FURTHER INFORMATION HERE
