Quality Customer Service (262)

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Programme

For arrival, start and end times, please see the overview or your booking confirmation email.

262

Delegate Registration, Tea/Coffee

Welcome and Introduction
Quality service is?
  • Personal examples of good and bad service
  • The customer's view
  • Feelings and expectations
  • Internal and external service ("I rarely see a customer")
  • Material and personal service
  • Moments of truth - 'I AM' this organisation
  • The elements of good service

Tea/Coffee Break

Internal Service

  • Who sets the standards?
  • Who are our customers?
  • The next link in the chain
  • I make the difference

Lunch

What’s in it for me?

  • Attitudes to change
  • Problem or opportunity?
  • Service from the gut or mouthing the lines?
  • I own the problem

Tea/Coffee Break

Think Like a Customer

  • Talking each others language
  • Not just words
  • People like people who are like they are
  • We are all different
  • Listening - more than meets the ear
  • Win/win
  • Complaints or opportunities?
  • The 'Goodwill Factors'

Workshop Close