Delivering excellent customer service is one of the most important ways in which a language teaching organisation can gain a competitive advantage. How to implement, train staff and monitor customer service standards should be a part of every centre's management ethos. This session will be full of ideas and tips to help you develop and improve your customer service and is suitable for anyone managing staff who deal directly with customers.
This practical workshop will cover
- Introducing customer service and its importance to language training organisations
- Measuring and increasing customer satisfaction
- Training staff in customer service: the essentials
- Enhancing the steps in the customer journey
- Devising customer service standards
- Managing customer complaints effectively
About the trainer
George Pickering is an educational coach, trainer and consultant. He is the academic director of the Trinity College London validated English UK Diploma in Language Teaching Management and the Cambridge ESOL accredited International Diploma in Language Teaching Management. George is an inspector of language schools for the British Council (Accreditation UK) and is on the board of trustees of IATEFL.
This training event is a full day session running from 11:00 to 17:00. Tea, coffee and lunch will be provided. Participants will receive a certificate from the trainer at the end of the session.
Book a place
These sessions are £120 for English UK members and £175 for non-members.
George Pickering will also be doing sessions on delivering great customer care. Read more +
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