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Delivering Service Excellence
Overall Aim:
This course aims to enable delegates to appreciate fully the impact of service excellence in creating loyal customers and methods that can be used for achieving this. This is an interactive session which utilises shared experiences and research.
Contents:
- Explore the Service / Profit Model
- Consider examples of good and bad service – Behavioural Indicators
- 3 rings of customer service – Identifying your service, individual expectations and how to delight your customers
- Consider quality and standards within your service
- Explore the internal customer concept
- Examine elements of effective communication
- Understand why complaints are an opportunity
- Review research on service recovery: Ending on an up tick / Giving choices / Giving information
This course is suitable for:
People within organisations whose business is dependant on excellent service.
- If you provide front line service both face to face and/or over the telephone
- If your customers are colleagues
Duration: 1 Day
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