Course Objectives:
To provide delegates with the opportunity to review their understanding of customer service, its application and effect on customer satisfaction and market share.
Upon completion of the course, delegates will be able to:
· Understand customer awareness philosophy
· Identify the key elements of service
· Recognise the benefits of a customer driven operation
· Display enhanced awareness of operational standards
· Undertake measurement of customer satisfaction.
· Demonstrate understanding of customer relations managemen
Course Outline:
- Customer awareness philosophy
- Reasons for developing service awareness
- What is service?
- Developing a culture of customer driven systems
- Who are our customers? What do they want?
- Setting customer service standards
- Service quality issues
- Creating a customer awareness task force
- Managing the internal customer
- Training for customer service
- Managing difficult customers
- Measuring customer satisfaction
- Implementing the strategy
- Review of course
- Action plan
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