Customer Care Excellence for Finance Staff

Finance staff will achieve a greater understanding of the customers needs and how they rate customer excellence. They will also understand why customers complain especially when there is a financial implication and learn how to put things right.

They will develop a greater understanding of the basic financial acts that govern what we do and how to measure and track customer excellence.

Overview:

This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence.

Suitable for:

Anyone working in a customer service role within a finance or collections environment.

The Programme Topic Areas are:

• Customer excellence - what does it mean to you? Why should we bother? The good v the bad
• Benefits of delivering customer excellence
• Know your customers
• Developing customer excellence - customer expectations, service evaluation
• Customer complaints - why customers complain, dealing with difficult customers, benefits of complaints
• Act upon It! - understanding some of the financial acts that govern what we do
• Have we got it right?
• Summary & action plans agreed