Building a Customer Service Strategy

An organisation's success is dependent upon the quality of service delivered to its customers. In today's market this means providing an exceptional service at all points of interaction with the customer. In short, an organisation needs a customer service culture to thrive.

• Establish techniques to improve the standards and quality of customer care and motivate colleagues towards a customer service culture as a cohesive team
• Plan how to avoid problems before they arise and how to use those that do to learn from them and improve
• Develop customers and team members as advocates of the organisation

Leaders and managers who want to establish and develop an empowered customer service culture in their organisation.

What you will learn:

• Your organisational image - you, your company/organisation, customer perception
• The barriers and problems to developing a seamless service culture
• Your customer base - engagement, feedback, complaints and satisfaction
• Problem identification, solution and prevention - the customer experience
• Professional standards consistency, reliability and predictability.
• Customer psychology - loyalty and motivation
• Leadership - are you an advocate of customer service?
• Working as a team to achieve the WOW in customer service