On-line training course catalogue
The Manager’s Role in Customer Service Excellence
Type of course: Classroom
| Fee | £800 |
|---|---|
| Days | 2 |
| Course code | PDMRCSE |
| Location | Aug | Sep | Oct | Nov | Dec | Jan |
|---|---|---|---|---|---|---|
| Altrincham Manchester | |- | |- | |16 | |- | |11 | |- |
| Leeds Yorkshire | |- | |- | |- | |- | |4 | |- |
| London King William Street | |- | |- | |- | |6 | |- | |- |
Booking: click a course date | View location: click location name | Print this page | Download as Word document |
Overview
The manager’s role in business is to ensure that their company continues to grow by attracting new customers and keeping existing ones. To fulfil the second part of this statement the manager must be secure in the knowledge that their customers are satisfied with the service they receive. Managers must also ensure that staff are aware of their responsibilities in delivering the best service available and support them at every opportunity.
Managers who wish to enhance the image and effectiveness of the organisation’s provision of customer service will benefit from attending this course.
Delegates will learn how to
- identify your internal and external customers
- explain your role in the provision of customer service
- clarify customer requirements and expectations
- identify the resources required to ensure staff can fulfil their responsibilities
- support your teams so they provide consistent excellent service
- set personal and corporate customer service goals
- contribute effectively to corporate customer service strategies
- be an effective customer advocate
Outline
- Establish personal objectives for the course
- Customer service knowledge check
- The customer – supplier chain
- Defining customer care standards
- Customer focus groups – briefing and completion
- Problem, complaint or opportunity
- Excellence in customer relations
- Leading by example
- Customer service behaviours
- Development of a customer service excellence strategy
- Completion of a personal action plan
Related courses
- Chairing meetings
- Facilitation skills
- Influencing skills
- Internal consultancy skills
- Leading teams
- Managing change
- Mentoring skills
- Motivate your team to achieve work at its best
- ITIL Foundation
Link to this page: http://www.xpertise.co.uk/PDMRCSE
Xpertise – The Manager’s Role in Customer Service Excellence training courses
Xpertise provides The Manager’s Role in Customer Service Excellence training courses from 7 UK locations: in Altrincham Manchester, Hinckley East Midlands, Leeds Yorkshire, London King William Street, Maidenhead Berkshire, Malmesbury Wiltshire and Washington Tyne & Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.