what's new

Managing Complaints

Lorien Customer Focus are conducting a short survey into how organisations manage complaints. You can take part by clicking on the following link:

http://www.surveymonkey.com/s.aspx?sm=f_2bf18nrQuLEBcb9SEPoUIg_3d_3d

A report has been produced analysing the results from the survey so far. If you would like to receive a copy, please email us your details on training@lorien.co.uk

Measuring Customer Service Performance

By combining our expert customer research knowledge with the creativity and communication skills of our training business, we’ve come up with the best customer understanding course on the market. The 2-day workshop will enable delegates to identify and apply a customer satisfaction strategy that uses appropriate techniques to improve customer ratings of the organisation in order to increase their brand loyalty and spend.

For more information on this course please contact training@lorien.co.uk

Dealing with Difficult Behaviour

Lorien has developed a one-day course designed to improve working relationships within your company. This will enable you to confidently deal with difficult behaviour that you are likely to encounter in the workplace, either when communicating with colleagues or customers.

Lorien has also created a set of playing cards with tips on how to deal with difficult behaviour. To receive a free set, along with details of the 1 day course, contact training@lorien.co.uk

ICS ServiceManagement^TM

Lorien Training are delighted to be able to offer The Institute of Customer Service’s new course, ICS ServiceManagement, which launched in April 2007. This is an activity-based improvement course for team leaders and managers who wish to manage customer service effectively and proactively – through motivating and inspiring their teams. For more information click here.

Training Benchmarking Study

Lorien Training in conjunction with Lorien Research are organising an industry leading syndicated benchmarking study of 'Training in Complex Organisations'. Participants already committed to the study include a major utility group, financial services organisations and public sector bodies. Lorien will work with participants to develop a study questionnaire, ensuring gather the right information for the participants. Results from the survey will be made anonymous and feedback to all participants.

Following on from the initial study we will organise a number of meetings for interested parties on key issues or themes identified in the study.

There is still an opportunity for appropriate organisations to participate in this study. If you would like more information on the study please contact Geoff Bloom on training@lorien.co.uk.

Lorien sponsored the annual Guardian Public Services Awards in 2006. There were 12 award categories and Lorien sponsored, and judged, the award for innovation and new approaches in delivering outstanding customer service. The winner of this category was the Leeds Survivor-Led Crisis Service and a full list of the winners can be found here.

The Institute of Customer Service is the leading independent professional body for customer service in the UK and its primary purpose is to lead customer service performance and professionalism. Lorien Training is an Associate Member of the ICS. In November 2005, Lorien Training became the first training company to be appointed as an ICS Business Partner. This is a great opportuninty for us to provide companies with business critical customer service skills by delivering ICS accredited training courses. The aims of the courses are to: help front-line staff develop their knowledge and understanding of customer service provide team leaders and managers with the tools to manage service delivery enable managers and owners/directors to develop customer service strategy and culture. Click here to register your interest and to find out more about how these courses can help your organisation to deliver excellent customer service.