Course overview 

Understanding the power of our behaviour, it’s impact on the business and the management of customer expectations to provide excellence in customer service. 

This workshop is designed to help participants to understand the effects of their behaviour on business performance and looks at existing customers, new opportunities and internal relationship management. 

Benefits of attending

• Understanding why internal and external customer service matters
• Establishing what is different about good service
• How customer communications can be effective
• Follow through - the internal customer service chain
• Improving co-operation with colleagues
• Turning complaints into opportunities
• Empowering great customer service
• Effective report writing
• Measuring customer service
• Optional ILM Endorsement availiable