8 Responses

1. Customer Service
   Hi

   I am not aware of any correspondence courses. I am running a Customer Care module tomorrow in Yorkshire which looks at definitions, the 5 reasons why customer care breaks down, economics of customer care, history of customer care, equal opportunity issues etc.
   My mobile is 07867 598537
   My home is 01772 -884540
   You might be better e mailing me
   Bill

   chadwick@bill81.fsnet.co.uk

2. Customer Care Training
   Mick,
   I deliver training in Customer Care in an NHS environment. We cover the importance of first impressions, recognising your role and responsibility in meeting customer needs and expectations, different methods of communication and being aware of the needs of different groups of people as well as handling difficult people and challenging situations effectively. We cover this in a day, using role play, written activities and group discussion. The day ends with the participants completing individual action plans which they then use in setting their objectives during their appraisal with their managers. You can call me on 0191 403 2991 or e mail me on leigh.burn@exchange.gatesh-tr.northy.nhs.uk if that sounds like the sort of session you’re looking for and would like to talk about it further.

3. customer care trainign
   Have you tried Lifeskill?
   Lifeskills International Ltd
   Wharfebank House,
   Ilkley Road, Otley
   Yorkshire, England LS21 3 JP
   Phone: +44 (0) 1943 851144
   Fax: +44 (0) 1943 851140

   E-mail: hello@lifeskillsintl.net

   They do a series of booklets on different elements of customer care and having used them in the past are a good starting point.

4. thank you
   Thank you Tracy Dixon for your reply, Much appreciated.

   Mick Doherty

5. Here are lots of freebies
   Mick,

   There will plenty of people who will be able to help you on this issue!

   Like many who drop in and out of here, I feel I can…go into my website…:

   http://www.andrewgibbons.co.uk

   …for lots of relevant downloadable freebies.

   These include plenty of book summaries on customer issues, and within my ‘four ‘r’s of customer service’ section, a lot of giveaway handouts and powerpoint slides.

   Get in touch via andrewgibbons@ntlworld.com if you feel I can help further.

   Good luck.

   Andrew

6. Scriptograpic Publications
   Hi Mick

   When I was writing my own customer care training programme I cam across a range of booklets which were excellent from a company called Scriptographic Publications. The way the booklets are designed make it easy and interesting to read but getting the real points across at the same time. The address is

   Scriptographic Publications Ltd
   Channing House
   Butts Rd
   Alton
   Hampshire
   GU34 1ND

   Ask for a sample copy and request the customer care booklet

7. thanks

   Thanks Joanne McMeekin for your reply to my query re customer services.

   Mick Doherty

8. Customer Care with Impact
   Mick

   I can strongly recommend a company called “Impact Factory” at http://www.impactfactory.com/
   I used them in the past and was very impressed with their fresh ideas and delivery mentod. I realise that you were interested in a correspondance method but if face to face is an option I would give them serious consideration. Apart from the web site they do hold regular factory visits at their site in Islington. I have no connection with this company.