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Customer Service: A Strategic Approach

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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