Welcome Management - customer service strategy training

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.

Your customer service management training 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

Were you looking for a course to develop your leadership and management skills?  View Lead, Motivate & Succeed.

For booking enquiries please contact your local Welcome to Excellence manager


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


Course prices

Open course price: £105.00

In-house course price: £1000.00

Course reviews

"Comprehensive, interactive and enjoyable, the Welcome to Excellence courses really deliver quality results and I'm delighted to endorse them."

Amanda Wilson, Human Resources Manager
Intu Trafford Centre

"We were delighted with the results of the Welcome to Excellence programme, staff came away inspired, motivated and full of priase for the trainers and the course content."

Liz Chandler, Learning and Development Manager


Course dates

For more information call 023 8062 5439 or click here to email

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