Title: Customer Excellence

Duration: Minimum ½ day

Aims: 
This module will enable managers, supervisors and team leaders to understand how to improve the levels of customer service their teams deliver.

Objectives:
By the end of the module managers will know the recognised approach by the top brands and use these approaches as role models to adapt and follow.

Key content:

• The difference between customer service and customer experience.
• Identify aspects where consistency of approach needs to improve.
• Increase their organisational skills to prepare to deliver great service.
• Learn the importance of taking responsibility to own and resolve issues.
• Develop their awareness to be exceptional when opportunities arise.
• Action planning for implementation.

Related courses:

• Coaching Skills
  
• Creative Thinking & Problem Solving
• Customer Journey Mapping & Service Standard Setting
• Influencing & Negotiating Skills
  
• Process Improvement
  

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