| Be
the best that you can be... |
| Course aims: |
To provide organizations with the
knowledge and skills
required to implement and maintain a consistent customer service
culture. Whether you are delivering internal or external customer
service this course will provide you with tools and techniques to
make sure that you get it right, every time. This course will help
you understand the importance of customer service in creating sustainable
competitive advantage for the organization. |
| Course aimed at: |
Managers and staff involved in
improving customer service. |
| Course length: |
Two days (9.30 am to 4.30 pm) |
| Prerequisites: |
None |
| Training method: |
Highly interactive and participative
format that will
give attendees plenty of opportunity to consider the current levels
of customer service within their organization and to put plans in
place to create world-class customer service. |
| Evaluation method: |
Variety of formal and informal
practical exercises.
Assessment can be provided in various ways including observation
of current service delivery, including mystery shopping and customer
surveys. Constructive feedback will be provided along with an individual
development plan where required. |
| Course content: |
- World-class customer service – what is it?
- Assessing current levels of customer service
- Analysing moments of truth
- Delivering WOW factor customer service
- Creating a customer service culture
- Embedding customer service within the organization
- Delivering outstanding customer service face to face
- Delivering outstanding customer service on the telephone
- Handling challenging customers
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| Maximum delegates: |
10 |
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