Customer Service

Customer Service in your Organisation DVD

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Successful organisations are those which attract and retain satisfied and loyal customers. Yet few organisations today are truly customer-centric.

This pack contains practical material on:

  • The Business Case for Customer Service Excellence
  • Creating a Customer Service Excellence Strategy
  • Listening to Customers
  • Service Leadership
  • Customer-driven Processes
  • The Internal Customer
  • Customer Service Training
  • Service Improvements
  • Sustaining a Customer Focus

This toolkit shows the reader how to develop, implement and sustain a service excellence strategy for their organisation. Drawing on best practice examples and case studies, it provides easy to follow, practical guidance, checklists, exercises and tools to enable the reader to:

  • Develop a customer service excellence strategy for their organisation
  • Listen to the voice of the customer and measure service success
  • Engage leaders and managers in driving customer service excellence
  • Develop customer centric processes and procedures
  • Provide training and development in customer service excellence
  • Reward and recognise service success
  • Benchmark their current levels of customer service
  • Identify areas of weakness in customer service and create an improvement plan to address these

Price: £709 including carriage