Excellent Customer Service
Providing excellent customer service is as much about organisational culture and practice as it is about creating customer-friendly systems and procedures. A discussion about ‘the way we do things around here at the moment’ is the starting point for the workshop as understanding where you are now is essential if you wish to move forward
Course Overview
Providing excellent customer service is as much about organisational culture and practice as it is about creating customer-friendly systems and procedures. A discussion about ‘the way we do things around here at the moment’ is the starting point for the workshop as understanding where you are now is essential if you wish to move forward Successful businesses operate a customer-focussed approach to every action they take, because there is no other realistic alternative route to continued success.
What You Will Learn
The workshop looks at customer motives and how they have developed in the past few years. We look at the effects of technology on customer habits and perceptions and investigate the need to develop a customer service strategy as part of the overall planning process for the business or organisation. The course uses theory, group discussion and peer learning techniques to explore how everyone can make a positive difference on the customer experience.
We also spend some time looking at how to deal with difficult situations as well as how to make sure that particular issue does not keep bursting into flames!
What you will learn:
- How to understand the motives and behaviours of your customers
- How technology and alternative service delivery channels are changing customer behaviour
- What professionalism and excellence in customer care looks like
- How to understand the culture of your organisation and the subsequent effect on service delivery
- What you can do as an individual to make a difference
Who Should Attend
The course is primarily designed for service delivery teams, supervisors and managers within the organisation who collectively wish to look at how they interact with customers, how they manage expectations and deal with issues when things occasionally go wrong!
The course is suitable for 4 to 12 people and can be provided to client organisations in-house or at one of our training venues (in which case room hire/catering will apply).
Course Tutors
Upcoming Locations & Dates
Call us on 07733 107238 or email enquiries@cmbd.org.uk
Ready to find out more?
For more information on coaching, consultancy, training programmes, courses or our bespoke training service, please get in touch.