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Building a Customer Centric Organisation

  • Price £695.00
  • Duration 1 day(s)
All major credit cards accepted

Description

Creating a culture of service excellence that differentiates your brand is vital to your organisation's long-term success, and delivering this demands a comprehensive approach to rewards, measures and communication standards that affect every member of staff - not just those who work in front-line service roles.
This facilitated course will offer practical advice on how to take a holistic approach to creating a reputation for excellence in your business. It will give you the opportunity to benchmark your service using QA's customer experience diagnostic and provide you with a toolkit and techniques to raise service standards across your business.

Skills

By the end of the course you will be able to:

  • identify the key components of a customer centric-organisation
  • benchmark your organisation against industry best practice standards
  • create a strategy for improving your organisation's reputation for service excellence
  • use customer feedback to drive your business forward
  • set new standards of communication across your organisation
  • show your personal commitment to service excellence
  • implement customer-centric values and behaviours across your organisation.

Course Content

  • The business case for service excellence.
  • Taking a user-led approach.
  • Mapping a customer journey.
  • Capturing the voice of the customer.
  • Practice in drafting your own service standards.
  • Launching a service excellence strategy.
  • Using employee engagement to ensure buy-in.
  • What customer centric organisations do well.
  • Benchmarks for service excellence.
  • Tools and processes to review, audit and manage customer feedback.
  • The role of leadership in service excellence and how to lead by example

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