Strategic Customer Service

Managing the Competitive Edge

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see also 'Customer Focused Service'

See public course dates
Feb-Jun
or
Jul-Dec

Brookfield's
Motivational Factors for Adult Learning:

Participation in learning is Voluntary

Facilitation is Collaborative

Needs to be dynamic with much Activity

Should cause a spirit of Critical Reflection

The objective is self-directed and empowered people

"Give a man a fish and you feed him for a day. Teach him to fish and you feed him for life"

Managing Customer Expectations,
Analysis,
Objectives,
Strategies.

Learning Objective::
To be able to formulate & apply a strategic view of the Customer Service function

Target Audience::
Middle-Senior Management. Owners of small-medium size businesses

Content:
Refresher of basic CS concepts. What are 'expectations', who sets them, how are they set, at what cost, and what happens if you don't meet (or exceed) them? Video case study and group analysis of a company in trouble.  Resources, Training & Development, Systems & Policies, Company Structure. Aligning with  Mission Statement, Vision & Values. Establishing CS objectives. Plan CS skills training for  staff. Characteristics of effective CS Teams, Leadership styles for CS Teams, Self-Managing  Teams. Product/Service planning, location & premises, price, delivery, quality, range decisions.



Length: One full day
Format: Workgroup interactive
Maximum number Participants/facilitator: 15

© 1993-2004 Staff Training Associates Ltd
(Except where otherwise indicated)
Revised and updated 2004

Page updated 1st August 2004

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