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Tea & Coffee (8h30 - 9h00)

Morning Session (9h00 - 12h45)

Welcome and Introduction

u The Value of Training

u The Customer

u The Right Attitude

Mid-morning drinks and refreshment break

u The Needs of Customers

u What turns Customers Off

u Customer Retention and Loyalty

LUNCH BREAK (12h45 - 13h20)

Afternoon Session (13h20 - 16h00)

Case Studies in workgroups (3)

u The Best Kept Secrets of Customer Care

u The VPAGES Big Five

Questions & Closing

Issuing of Certificates            



[ More detail on Workshop Content ]

[ Click to download Workshop Content PDF document ]