Duration

Aim

To build on the existing customer care knowledge and experience and explore further the need to pay more than lip service to Customer Care. To think of all aspects of our roles and more importantly how this reflects on the customer.

Target Audience

Any member of staff/Individual, who has been providing a service to another and/or has attended the Customer Care – Make the Difference! programme.

Prerequisites

This course assumes participants have been in a Customer facing role for a minimum of 18 months or have attended the Customer Care – Make the Difference! programme.

Course Content

 Review current standards and levels of service  Devise a Service Level Agreement  Review customer perspectives  Create an action plan to exceed customer expectations  Build on existing Customer Relationship Management  Develop the “Four Step Process” to work for you and your role  Case Study  Personal Development Plan

Course Objectives

At the completion of this course participants will be able to:  Measure the success of the service (where appropriate)  Devise internal Service Level Agreements  Identity areas for improvement  Recognise and put into practice the skills and attitudes required for excellent customer care  Develop the “Four Step Process” to work for the individual and their role  Develop a personal action plan to provide enhanced levels of customer care

Course Outline