To begin the process of thinking about management, we are leading with, ‘Managing Customer Service’ which is at the heart of any successful business. This facilitated programme will present the case for the value of customer service excellence within your organisation and offers practical tools to raise standards of service excellence. The programme also provides an opportunity to benchmark your service using QA's customer experience diagnostic tool, enabling you to identify, and prioritise, your individual action areas.
Service excellence means much more than a helpful and positive front facing team. Your performance measures, service standards, customer metrics and customer focus all influence the customers' perspective on your organisation. Service excellence, as a cultural value, can also bring internal benefits, improving team performance, reducing complaints and providing a more dynamic and fulfilling working environment. This programme helps you grow the toolkit to make service excellence part of your team 'DNA'.