This course is aimed specifically for those people working in the service industry both in the public and private sector. Excelling at Customer Service is an action based learning programme looking at identifying the real needs of your customers, analysing the current services you provide, collecting customer feedback and implementing an action plan based on strengths and weaknesses of your provision.

This course is held in workshop style and will require a degree of pre-course information extracted from your organisation to work with throughout the course. Delegates will also need time between the 2 sessions to complete a work-based project.

This is suitable for both internal and external customer service development.

Course outline

• What is customer care
• Recognising Good Service
• Generating Commitment to customer service
• Where does customer service fit in
• Who are our customers
• What do we offer our customers
• Seeking customer feedback
• Best Practice Benchmarking
• Writing customer service standards
• Implementing customer service standards.
• Sustaining a customer service focus.

 Course Duration

2 days : 1 day per week over 2 weeks
Work based project to be completed in between the two sessions.

Course Cost
Group on site price - £850 for up to 12 delegates including course workbooks.