Welcome Management - Full course details

This training course is designed to equip managers and business proprietors with everything they need to develop an effective customer service strategy for their business.

Combining inspirational presentation with interactive sessions where delegates share ideas and create individual action plans, this one-day course is a must.

Welcome Management covers:

  1. Introduction
    • Overview of the course
    • Your personal objectives
  1. Analyse your business situation
    • The four dimensions of service excellence
    • The five stages in developing a customer service strategy
    • Set your business goals
    • The external environment
    • Know your customer groups
    • Exceed customer expectations
    • The importance of reputation
    • Internal features of your business
    • How to use a SWOT analysis
  1. Set your objectives
    •  Matching the product to the market  
    • Critical success factors                
  1. Towards a customer service strategy
    • Systems and strategy
    • Service recovery
    • Empower your people
    • Build long term customer relationships
    • Reward and recognition
  1. Monitor and evaluate progress
    • How to measure service quality
    • Benchmarking
  1. Take it from here
    • Profit maximisation
    • Action plan for your own business
    • Service Excellence Toolkit
  1.  Links to NVQ4 Customer Service Management
  1.  Links to further study
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