The Objectives

By the end of this workshop the delegate will understand the basic principles involved in creating a culture in which the customer feels well looked after.

The Content

The training will cover the following topics: -

• Corporate culture
• Leading from the front
• Empowering your staff
• Listening to your customers
• Creating a competitive advantage
• Using technology to aid service quality
• Training and developing existing staff
• Exceeding customer expectations

Who should attend?

This training is designed for people who want to learn the first principles of customer service. It is particularly useful for people who manage front-line staff who have direct contact with customers. The principles taught can be used in any context.

Additional Background Information

Today's market place is vigorously competitive and some companies are finding it very difficult, if not impossible, to compete for new customers on the basis of price and technology alone. These same companies are now adopting service quality as a strategy for increasing market share. Research shows that customers take quality very seriously when making a buying decision, even if it means paying a little bit more. That is why customer care (or service quality - take your pick) are the buzzwords of the decade within business circles. The importance of getting and retaining customers and winning repeat business has been pushed to the forefront of business thinking. Unfortunately, service quality does not occur naturally. It has to be planted and grown organically from within the organisation. Service quality is not so much a process as an attitude of mind possessed by those working in the organisation. This workshop is designed to help bring about a change to a high quality service culture. It can also help team leaders to build pockets of excellence within an organisation to improve performance and influence other parts of the organisationto follow suit.