- Develop
service so that it contributes to business success
- Lead
and motivate a team of field support staff
- Maximise
the competitive advantage had by superior service
- Prioritise
tasks and set challenging team objectives
- Measure
performance and activities against standards of excellence
- Contribute
to recruitment and selection
- Develop
and apply a personal Action Plan
Course
Overview Quality
customer service is a vital way in which to differentiate our business, to add
value and to protect our margins and our customer base. This practical and stimulating
programme is designed specifically to help Service Managers identify those areas
where they can enhance customer service, develop their teams and build customer
loyalty. The
programme covers three main areas: Establishing aims and objectives for the service
function, Leading the service team and maximising the potential of the people
in the team and Providing those in the service function with the skills and support
needed to achieve continuous improvement and customer satisfaction. Topics
include Teamwork, Customer Focus, Recruiting, Managing Performance and Managing
Ourselves.
For
a follow-up programme, see the Review
Session
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