Welcome Management - customer service strategy training

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Welcome Management overview

Welcome Management training is for senior managers and proprietors. It helps participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs and benchmark their service against their competitors.

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You will look at how to:

  • review the quality of your current customer service
  • set objectives and establish a strategy to meet them
  • build customer relationships
  • monitor and evaluate progress
  • plan and implement improvements
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:
  • Overview of the course
  • Your personal objectives
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
Set your objectives
    • Matching the product to the market
    • Critical success factors
    Towards a customer service strategy
    • Systems and strategy
    • Service recovery
    • Empower your people
    • Build long term customer relationships
    • Reward and recognition
    Monitor and evaluate progress
      • How to measure service quality
      • Benchmarking
      Take it from here
      • Profit maximisation
      • Action plan for your own business
      • Service Excellence Toolkit
      Links to NVQ4 Customer Service Management
      Links to further study
      Course prices

      Open course price: £105.00 +VAT

      In-house course price: £1000.00 +VAT

      Course delivery options

      Open Course

      Scheduled courses for individual bookings available in some locations.

      In-House Course

      Delivered exclusively for a business, organisation or project on a date and location of own choice.

      Bespoke Course

      Producing new or customising content to precisely match business, organisation, destination or project requirements.

      Train the Trainer

      Members of your team become accredited to deliver in-house courses for your business, organisation or project.


      Enquire about this course

      If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

      Or you can contact us at:

      023 8062 5533 [email protected]
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      Not the right course for you?

      We have a large range of courses to suit every business. If you would prefer something a bit more personal to you, get in touch! We are happy to tailor a course to your requirements.

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