Who should attend, and why?

This one-day programme establishes why customer service is important, and how as a strategic manager, you can create high and consistent customer service, whilst valuing individual service that makes a positive difference to the customer.

Outcomes:

By the end of the course you will

• Examine how others have addressed this issue
• Identify and decide on some of the strategic issues facing how you and your company manage customer service across the organisation
• Find the appropriate balance between the quest for consistency and a personalised service
• Select from a number of strategic tools that can drive your strategic approach
• Develop your own outline customer service strategy

Content:

• Examples of customer service policies and strategies: a desk top best practice review
• Why strategy is important – and what happens if it is missing
• Consistency v a personalised service
• Strategic tools to consider
• Putting the outline of a strategy together

Development Method:

Trainer input; access to relevant documentation; group discussion; case work; individual work.

Comments:

• “I had no idea beforehand why strategy was important, and how to do it. Now I have answers to both” (senior manager, West Midlands)

Find out more …