Customer Service: A Strategic Approachworkshop outline

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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)

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overview

This workshop 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.

who should attend and why?

Anyone with a role involving a strategic approach to customer service, rather than front line customer care skills.

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.

“I had no idea beforehand why strategy was important, and how to do it. Now I have answers to both”

Senior manager, West Midlands
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would you like to know more?

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which service are you interested in?

*online booking is available for half day workshops only. If you are interested in customised length or content, please get in touch and we’d be happy to help.

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We know it’s a faff
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We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…