Course Title:
The Managers Role in Customer Service Excellence

Duration: 2 days

Course Overview
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

Course Content


• 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



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For further information, or to make a telephone booking, or to receive a competitive quotation for an in-house course, you can call Pentland Training now on 0800 328 2766.

All of our training courses can be delivered on your own site, at Pentland Training facilities, or at an off-site venue.

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