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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