Customer Service Excellence Champions Training: 5th August 2016

In the current economic climate we can all see the need to differentiate ourselves from our competitors with the quality of our service. Customer Service Excellence is a truly unique improvement tool designed to make you look deeply into your organisation and explore areas of internal and external service, defining and meeting customer needs.

Customer Service Excellence is a practical tool that drives customer focused change within organisations. It aims to bring professional high level customer service concepts into common practice whilst building a picture of your organisation and how focused it truly is.

At the heart of Customer Service Excellence are well researched concepts around the key aspects of customer insight and how this can be used to deliver a truly customer focused service by providing guidance on a whole range of tools and techniques that can be used to deliver excellence. In this way both individuals and teams can learn new skills and gain a greater understanding of these important concepts and how they can be used to build a truly customer focused culture.

Workshop Objectives:

The Customer Service Excellence Champions role is pivotal in ensuring organisations are well on the way to gaining accreditation with the CSE standard. The aim of this training is to build capacity within organisations whilst leading and implementing further work in raising awareness of CSE and the requirements of the standard. This can be used to positively drive improvements in the services delivered.

  • Define the role of the champion;
  • Gain in-depth Knowledge of the CSE standard;
  • Explore the evidence requirements to achieve and maintain the standard;
  • Reflect the role of the Champion in relation to managing expectations, selling the benefits and supporting continuous improvement within an organisation;
  • Map the organisation against the standard in relation to identifying strong evidence already in place;
  • Developing a personal action plan to assist Champions in their role.

Who Should Attend?

  • Anyone wishing to become an Advisor for Customer Service Excellence.
  • Internal personnel responsible for implementation and maintenance of Customer Service Excellence.

Terms and conditions of booking can be found below. Lunch and refreshments are provided as part of the delegate price.

In House Delivery

All of our training courses are available for In House delivery where we can tailor the course to suit your requirements.

To request a quote please get in touch


The booking of a place on a training/event delivered by or arranged on behalf of a third party organisation by Centre for Assessment Ltd constitutes as a contract between the organisations /persons booked and Centre for Assessment Ltd.

The person making the booking is required to provide full contact details of all bookings made, including the names, organisation, addresses, emails, telephone number of all delegates. When making bookings on behalf of other people within their organisation, the person making the booking must be authorised to do so and have the full consent of the other person(s) of whom they are making the booking for, they are also responsible for ensuring that all persons(s) are made aware of our terms and conditions. The person making the booking is liable for all bookings made.

Only the booked person will be allowed entry to the training/event.

Booking Confirmation 

Confirmation of booking will be via email after payment is received. Joining Instructions, including directions will be sent two weeks prior to the start of the workshop via email. If you have not received the Joining Instructions, 5 days before the start of the workshop please contact our Office on 0161 237 4080.

How to Pay

All training events are required to be paid for at the time of booking using our Worldpay site, over the phone by credit card, BACS or cheque.  For BACS and cheque payment an invoice will be sent via email from our parent company MGC (Manchester Growth group) Finance@ManchesterGrowth.co.uk. If you don’t receive an invoice within 24hrs of making the booking, contact us on 0161 237 4080 to request a copy.

Payment can be made by Cheque or BACS. All payments must be received prior to the date of the training/event. Any delegates who have not paid in full prior to the date of the training/event will be refused entry to the training/event/event and will be liable for the full cost of the training/event.

The delegate and the firm/organisation are jointly and severally liable for payment of the fees due.

Dietary requests

On events where catering or refreshments are specified and you have special dietary requirements you must give us written notice at least 10 working days before the event, a supplement may be payable. If any dietary requirements cannot be met then the delegate will be required to provide their own catering or refreshments without cost incurred to Centre for Assessment Ltd. No deduction from the agreed fee will be made to the delegate for provision of their own catering or refreshments.

Centre for Assessment Ltd accept no liability for any catering or refreshments provided. Any dispute causing loss or suffering must be made with the catering provider or venue directly.

Cancellation & Refund Policy

Should you need to cancel your workshop booking please see the cancellation policy below:

0-7 days prior to event:                                     100% of fee               nil refund

8-14 days prior to event:                                   50% of fee                 50% refund

14- 28 days prior to event:                                25% of fee                 75% refund

28 days plus                                                      No charge                 Full refund

No show on the day                                          100% of fee               Nil refund

*references to day(s) are calendar days

Cancellations can only be accepted in writing to Centre for Assessment Ltd via the following options:

Post:                 Churchgate House, 56 Oxford Street, Manchester M1 6EU

Email:               enquiries@centreforassessment.co.uk

 

 

Transfer Conditions

Transfer to another date or training/event can be made provided Centre for Assessment Ltd can replace the booking with another delegate for the same cost. In the event of no replacement being found the full cancellation policy will be applicable. All requests to transfer must be made in writing to enquiries@centreforassessment.co.uk .

You may substitute a colleague without charge, provided you confirm their full name in writing before the day of the training/event.

Non chargeable Events

If the event you are booked onto is a non-chargeable event and you are unable to attend, you are required to cancel your booking in writing. If you wish to transfer your booking to another colleague you must do so in writing.

Failure to attend a non-chargeable event without informing us in writing 28 days prior to the event, will incur a cancellation fee of £25 per person.

Cancellation by Centre for Assessment Ltd

Centre for Assessment Ltd reserves the right to amend, modify or cancel this events and training. Should the event be cancelled a full refund of any fee paid will be made or an alternative course will be offered. Centre for Assessment Ltd can accept no further liability if the event is cancelled, including no liability for any expenses incurred as a result of cancellation.

Centre for Assessment Ltd will endeavour to inform all delegates of an event cancellation however in exceptional circumstances we reserve the right to cancel the event on the day, for example but not limited to severe weather conditions, flood or damage to the venue or sudden illness of the trainer. If we do cancel an event we shall inform the customer  via email or telephone as soon as possible, but will have no further liability to the customer.

Event Speakers/Trainers

Centre for Assessment Ltd reserves the right to use subcontracted trainers/speakers. Any statements or non factual information given outside of the course guidelines by subcontracted speakers are their own opinion and not that of Centre for Assessment Ltd.  Whilst Centre for Assessment Ltd endeavours to ensure that all Trainers are experienced and have the relevant qualifications it remains the trainers responsibility to ensure they are fully qualified to carry out  training/event or event they have been subcontracted to deliver.

Complaints

If you wish to raise a complaint about any service that has been provided by Centre for Assessment Ltd it should be put in writing & addressed to Dave Harrison Operations Director of Centre for Assessment Ltd, dave.harrison@centreforassessment.co.uk. Where the complaint involves the Operations Director, it should be addressed to the Managing Director.  Confirmation of receipt of the complaint will be sent within 14 working days of the complaint being received. It remains the customer’s responsibility to ensure that the compliant has been received. All complaints will be fully investigated and the decision made by the Operations Manager or the Operations Director will be final.

Intellectual property

Any presentations or materials developed by Centre for Assessment Ltd for the purpose of the training/event or event remain the property of Centre for Assessment Ltd and cannot be used by the customer or passed to any other parties in full or part unless agreed in writing by an authorised person from Centre for Assessment Ltd.

Liability

Any action taken or materials used by the customer as a result of attending training/event or an event delivered by or on behalf of Centre for Assessment Ltd. remains the responsibility of the customer. Centre for Assessment Ltd can accept no liability for any loss suffered by any persons.

Terms & Conditions

Acceptance by Centre for Assessment Ltd of your booking will give rise to a legally binding contract. These terms and condition form a legally binding contract. Any validity and performance of the contract shall be governed in all respects by English Law; in connection with any disputes between the parties relating to or connected with the contract; both parties shall agree irrevocably to submit to the non-exclusive jurisdiction of the Supreme Court of Judicature in England.

Terms & Conditions Variation

Centre for Assessment Ltd. reserves the right to change these Terms and Conditions. Due notice will be given for any changes.

 

5th August 2016

Category:
Customer Service Excellence

Time:
9:00 - 16:00

Price:
£295.00 + VAT

Address:
Warren Bruce Court | Warren Bruce Road | Stretford | Manchester | M17 1LB