Customer service excellence

This training course explains a practical approach to achieving Customer Service Excellence and ensuring continuous improvement.

 

In today's competitive markets, a more rigorous approach to managing the relationship an organisation has with its customers is necessary to ensure survival. By adopting a systematic approach, it is more likely that an organisation will be able to identify the factors that will create delighted customers and develop a competitive edge.

 

This training course sets out to explain the essential elements required achieving Customer Service Excellence and the tools and techniques available to enable this. 

 

Course Contents:

Section 1:        The strategic importance of customers.

Section 2:        Understanding the marketplace.

Section 3:        Identifying your customer service issues.

Section 4:        Understanding customer requirements and satisfaction.

Section 5:        Gap analysis.

Section 6:        A: B analysis.

Section 7:        Focus Groups.

Section 8:        Interviews and questionnaires.

Section 9:        Service excellence through process improvement.

Section 10:      Service standards and charters.

Section 11:      Effective complaints handling.

Section 12:      Service excellence through benchmarking.

Section 13:      Customer care.

Section 14:      Continuously improving customer service excellence.

Managing excellence

This training course explains the importance of management style in creating a customer-focused organisation and outlines the essential skills required by individual managers.

 

This training course sets out to explain the need for culture change and to provide straightforward knowledge and skills for managers at all levels. It avoids the hype and buzzwords associated with what is seen as the "soft" side of quality improvement and are intended to be a practical guide.

 

Course Contents:

  • What is culture change?

  • Managing change

  • Leadership

  • Motivation and empowerment

  • Team-work

  • Coaching

  • Feedback skills

  • Performance measurement

  • Improving communications.

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