Building a Customer Service Culture
Building a Customer Service Culture Overview Today’s market means organisations are often looking towards improving service to give them a competitive advantage. This course equips you with the latest skills and knowledge needed to ensure excellent customer service is delivered at all points of interaction. Every interaction is an opportunity: make the most of each and every one.
Who is it for? Leaders and mangers who want to establish and develop an empowered customer service culture in their organisation.
What you will learn:
How to become an advocate of customer service Your current organisational image: o You o Your company o Customer perception
Your customer base – engagement, feedback, complaints and satisfaction Problem identification – solutions and prevention Professional standards – consistency, reliability and predictability Customer psychology – loyalty and motivation Writing customer-focused competencies and SMART objectives How to embed customer focused values, behaviours and attitudes across the organisation Working as a team to achieve the WOW in customer service
Benefits of attending – You will be able to:
Plan how to avoid and learn from common problems Identify how to motivate your team members towards a customer service culture Develop the techniques required to improve the quality of customer care across the organisation
Duration: 1 day Ref: BACSC
To book onto this course, or to find out further information, please call 0800 022 3410. All bookings subject to the Capita Terms and Conditions. © Capita Learning & Development