The Managers Role in Customer Service Excellence — A 2-Day Course

 Closed In-House Course

Course Synopsis

The manager's role in business is to ensure that their company continues to grow by attracting new customers and keeping existing ones. To fulfil the second part of this statement the manager must be secure in the knowledge that their customers are satisfied with the service they receive. Managers must also ensure that staff are aware of their responsibilities in delivering the best service available and support them at every opportunity.

Managers who wish to enhance the image and effectiveness of the organisation's provision of customer service will benefit from attending this course.

Course Objectives

Delegates will learn how to:

• Identify your internal and external customers
• Explain your role in the provision of customer service
• Clarify customer requirements and expectations
• Identify the resources required to ensure staff can fulfil their responsibilities
• Support your teams so they provide consistent excellent service
• Set personal and corporate customer service goals
• Contribute effectively to corporate customer service strategies
• Be an effective customer advocate

Outline Course Contents

Establish personal objectives for the course

Customer service knowledge check

The customer - supplier chain

Defining customer care standards

Customer focus groups - briefing and completion

Problem, complaint or opportunity

Excellence in customer relations

Leading by example

Customer service behaviours

Development of a customer service excellence strategy

Completion of a personal action plan