Whether we provide services to customers, patients, clients, students or users, do we really know what best practice looks like?
With increased pressures on all of us brought about by the Coronavirus pandemic, understanding customer expectations has never been so important.
Make sure you are able to maintain your SLAs in any circumstance. Completing this course will help you continue to delight your customers in the face of the Coronavirus crisis.
To recognise completion of the course, we will send you a digital certificate.
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Speak to our team on 0161 237 4080
Some of the topics included are:
- Customer identification & segmentation
- Customer journey mapping – recognising pain points
- Influences on the customer experience
- Meeting and managing expectations
- Customer-centric organisational cultures
- Engaging hard-to-reach or disadvantaged customer groups
- Communicating well
- Complaints management and problem solving
- Benchmarking with purpose
• define what ‘excellent’ customer service looks and feels like
• employ practical strategies to improve customer engagement
• develop an action plan which will help grow your organisation.
The course will give you a strong overview of how we (and our customers) define truly excellent customer service, challenging you to embed customer need into all decision making. You will also receive an introduction to national Customer Service Excellence framework to help you evaluate the quality of service you and your colleagues provide.
You will leave the session feeling inspired, full of new ideas that you can take back to your organisation and implement immediately.
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The course is ideal for anyone who wants to improve their customer service skills or for new/aspiring customer service manager. It will help you excel in your current role and adress your aspirations for career progression.
To build your expertise as a customer service champion, make sure you book your place on this course.
Speak to our team on 0161 237 4080