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.

Learning Outcomes

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

Learning Approaches

core learning input
tools & templates
paired activities
group activities
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
- Senior manager, West Midlands

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