Customer Service in your Organisation DVD

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