Who should attend, and why?

This one-day programme establishes why customer service is important, and how as a strategic manager, you can create high and consistent customer service, whilst valuing individual service that makes a positive difference to the customer.

Outcomes:

By the end of the course you will

  • Examine how others have addressed this issue
  • Identify and decide on some of the strategic issues facing how you and your company manage customer service across the organisation
  • Find the appropriate balance between the quest for consistency and a personalised service
  • Select from a number of strategic tools that can drive your strategic approach
  • Develop your own outline customer service strategy

Content:

  • Examples of customer service policies and strategies: a desk top best practice review
  • Why strategy is important – and what happens if it is missing
  • Consistency v a personalised service
  • Strategic tools to consider
  • Putting the outline of a strategy together

Development Method:

Trainer input; access to relevant documentation; group discussion; case work; individual work.

Comments:

  • “I had no idea beforehand why strategy was important, and how to do it. Now I have answers to both” (senior manager, West Midlands)

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Customer Service: A Strategic Approach

This workshop establishes why customer service is important, and how as a strategic manager, you can create high and consistent customer service, whilst valuing individual service that makes a positive difference to the customer.

Anyone with a role involving a strategic approach to customer service, rather than front line customer care skills.

By the end of the course you will
  • Examine how others have addressed this issue
  • Identify and decide on some of the strategic issues facing how you and your company manage customer service across the organisation
  • Find the appropriate balance between the quest for consistency and a personalised service
  • Select from a number of strategic tools that can drive your strategic approach
  • Develop your own outline customer service strategy
  • Examples of customer service policies and strategies: a desk top best practice review
  • Why strategy is important – and what happens if it is missing
  • Consistency v a personalised service
  • Strategic tools to consider
  • Putting the outline of a strategy together
Trainer input; access to relevant documentation; group discussion; case work; individual work.

“I had no idea beforehand why strategy was important, and how to do it. Now I have answers to both”

How To Check Availability

Simply start the booking process and select the service which you are interested in. This will show you a calendar with available dates.
You are not required to pay at the point of booking, so if you would like to reserve a workshop date, please feel free to book and pay by invoice later.

Booking Multiple Sessions

You can schedule multiple bookings of a single type (e.g. multiple coaching sessions), however to schedule a different type of booking, please repeat the scheduling process.

Payment Options

You have two payment options when booking. You can choose to pay by card at the point of booking, or to pay later by invoice (BACS).

(All prices shown during booking include VAT at 20%)