Delivering Excellent Customer Service Through People

Join our interactive and participative workshop in Windsor on 6th October.

Aim

The aim of the workshop is to provide you with practical techniques to help you deliver outstanding levels of customer service through your people

Objectives

By the end of the session you will be able to:

• Describe the link between excellent customer service and employee engagement

• Assess your organisation's current level of customer focus

• Apply practical customer service techniques to create a work environment where team members want to give of their best for customers

• Develop a customer service plan of action to increase the performance of your team

Agenda

09.30 a.m.

• Welcome and introductions

• Customer and employee advocacy : the link between excellent customer service and employee engagement

• The customer advocacy pyramid: from customer satisfaction to customer delight

• What are the characteristics of world class service organisations?

• How does your organisation compare?

Lunch

• Service recovery and customer loyalty: the do's and don'ts

• Practical techniques for improving customer satisfaction and loyalty and motivating your employees to go the extra mile

• Action planning

4.30 p.m. Close

To book a place on this workshop, please contact Sylvia@thestairway.co.uk

There is a charge of £250 per person (private sector organisations), £200 (public sector) and £150 (charity sector).

We can also run the workshop in your organisation, tailor made to your requirements.