Customer Service Excellence: Top Down
For anyone that wants to provide excellent customer service from top to bottom, and wishes to start with a strategic focus to ensure high quality consistency throughout, leading to clear individual ownership for making a positive difference…
This outline is for the half day workshop... for an outline of the full day and bitesize (90 minute) version, please get in touch.
Use strategies to build a comprehensive and high quality approach to customer service
Staff members know their responsibilities for customer service excellence
Staff are encouraged to provide ideas for customer service improvement
The strategic approach: the Customer Service Triangle & Grid
Everest of Excellence: a continuous improvement culture
What does the customer want? 11 key customer drivers
Taking ownership: MADness & Moments of Truth
core learning input
tools & templates
action learning set
learning recap quiz
‘real life’ casework
We're always happy to customise... just get in touch :-)
I had no idea beforehand why strategy was important, and how to do it. Now I have answers to both
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